Leading life insurance company achieves 97.9% IVA containment rate with Verint Intelligent Virtual Assistant
The problem
A leading life insurance company wanted to enhance digital self-service experiences and contain chat interactions within an IVA to lower costs, while also needing to recognize when to escalate to live agents.
Workflow diagram · grounded in source
1
AI Blueprint use-case discovery
Ai action
Verint AI Blueprint analyzes a company's existing business data to identify and validate IVA use cases, de-risk investments, and accelerate automation opportunities.
▾ source quote
“Verint AI Blueprint is a robust conversational analysis system that takes a company's existing business data to identify and validate IVA use cases, de-risk investments, and accelerate automation opportunities”
2
Customer initiates self-service
Trigger
Customers access the IVA on the life insurer's website for around-the-clock help with account management, claim status, policies, and payments.
▾ source quote
“Customers now have around-the-clock help with various activities, including account management and checking claim status, as well as access to information on policies, payments, and more”
3
IVA handles customer query
Ai action
The IVA assists thousands of customers to complete tasks without the assistance of live help.
▾ source quote
“the IVA has been able to assist thousands of customers, helping them to complete tasks without the assistance of live help”
4
Escalation recognition and routing
Routing
The IVA recognizes and escalates conversations that genuinely need human intervention to the company's live chat agents.
▾ source quote
“the technology also needed to have the keen ability to recognize and escalate conversations that genuinely need human intervention to the company's live chat agents”
5
Transfer to live agent with transcript
Integration
The IVA seamlessly transfers the conversation along with a full transcript to Verint Chat Engagement for a live chat operator.
▾ source quote
“the IVA seamlessly transfers the conversation, along with a full transcript, to Verint Chat Engagement, where one of the life insurer's chat operators can engage with the customer”
Reported outcome
The life insurer achieved a 97.9% IVA containment rate six months after launch and reduced contact center call volume by 19%, while providing around-the-clock customer self-service.
Reported metrics
IVA containment rate97.9%
Contact center call volume reduction19%
Time to achieve containment rate post-launchsix months after the IVA's launch
Customer support availabilityaround-the-clock customer support
Reported stack
Verint AI BlueprintVerint Customer Engagement PlatformVerint Enterprise RecordingVerint Automated Quality ManagementVerint Workforce ManagementVerint Performance ManagementVerint Desktop and Process AnalyticsVerint Speech AnalyticsVerint Chat Engagement
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The life insurer achieved a 97.9% IVA containment rate six months after launch and reduced contact center call volume by 19%, while providing around-the-clock customer self-service.
IVA containment rate: 97.9%; Contact center call volume reduction: 19%; Time to achieve containment rate post-launch: six months after the IVA's launch; Customer support availability: around-the-clock customer support (source-reported, not independently verified).
How is this customer support AI workflow structured?
AI Blueprint use-case discovery → Customer initiates self-service → IVA handles customer query → Escalation recognition and routing → Transfer to live agent with transcript.
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