70% reduction in Average Call Handling Time for a
claims intimation process

Challenges faced by the Client

The major challenge faced by the Client was higher-than-average call handling time (AHT) in their call center operations.

AHT is the time a customer speaks to a call center agent in respect to the logging of a claim, providing extra information or confirmatory calls.

The Client pays the call center by the total time logged in attending calls on a monthly basis. The most time-consuming activity was the registration of a claim request requiring approximately 30-45 minutes end-to-end.

Automation Solution

AutomataPi- India's leading Outcome Driven Automation Platform for Businesses implemented an automation solution consisting of piFlow for data automation and piTalk for conversational forms.

The automation solution pre-fetched information from various core systems, ran all the pre-requisite validation checks and prepared data for the call center agent in a single view. The solution also presented the data regarding the information to be sought from the customer in a guided conversation format in 11 Indic languages along with English as the default. This agent could complete the call quicker due to the context driven view real time validation of data. The guided questionnaire helped in avoiding multiple calls due to missing critical information capture.

Benefits of implemented automation

After implementing the automation solution in their core business process, the Client saw a reduction in AHT by approximately 70%

The agents using the automation solution made fewer mistakes and their training efforts were reduced by 50%