customer_support · finance · workflow
Leading life insurance company achieves 97.9% IVA containment rate with Verint Intelligent Virtual Assistant
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · AI Blueprint use-case discovery
Verint AI Blueprint analyzes a company's existing business data to identify and validate IVA use cases, de-risk investments, and accelerate automation opportunities.
Tools used
Verint AI BlueprintVerint Customer Engagement PlatformVerint Enterprise RecordingVerint Automated Quality ManagementVerint Workforce ManagementVerint Performance ManagementVerint Desktop and Process AnalyticsVerint Speech AnalyticsVerint Chat Engagement
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.
Results
Time savedsix months after the IVA's launch
Volume97.9%
Grounding & classification
Source type: vendor customer story
32 fields verified against source quotes, 1 dropped as unverifiable.
chatbotconversational aisentiment analysissupport agentchat transcripthuman review describedmetric backedproduction runtime claimedtools describedvendor confirmedworkflow describedinsuranceautomation ratecost reductiondeflection ratevendor customer storyclaims processingcustomer supportautonomous resolutionescalation workflow