A mid-sized general insurance company handling 128,000 inbound support calls per month was struggling with a contact centre that had reached structural capacity. 73% of call volume was tier-1 queries - claim status checks, premium due dates, policy document requests - that required no human judgement but were consuming 74% of agent time. ByteVox Assist was deployed to handle this tier-1 layer completely.
The insurer's support volume had grown 41% in 24 months without a commensurate increase in agent capacity. The consequences were visible in every metric.
Average wait times exceeding 14 minutes were driving 18.4% of callers to hang up before reaching an agent. Each abandoned call represented a failed service interaction - and a meaningful IRDAI audit risk for resolution SLA compliance.
Claim status, premium due dates, policy document requests, and hospital cashless approvals - all resolvable without human judgement - consumed 73% of total agent handle time. Senior agents with claims expertise were spending 5+ hours per day reading status screens to callers.
The insurer's CSAT score of 51 placed it in the bottom quartile of IRDAI's benchmark. The primary driver was wait time, not resolution quality - customers who eventually reached an agent rated the insurer reasonably, but the journey to reach an agent was rated very poorly.
Tamil, Telugu, Marathi, and Gujarati-speaking callers were being routed to Hindi/English agents by default - requiring translators or extended interaction times. These callers had CSAT scores of 38–42, dragging the overall score down significantly.
The insurer's FCR of 62% meant 38% of calls required a callback or escalation. Partially attributable to agents lacking real-time policy data access - requiring them to promise a callback after manual system checks rather than resolving in-call.
All contact centre operations ceased at 8 PM. Hospital cashless authorisation requests, accident-related queries, and travel insurance emergency claims arriving outside business hours were completely unserviced until the following morning - a significant regulatory and reputational risk.
Every inbound call analysed for intent within first 8 seconds. Routes: AI resolve, AI + data escalation, or direct human transfer.
Real-time Guidewire integration. AI delivers claim status, document status, settlement timelines - in caller's language, with caller's data.
Hospital cashless status, premium due dates, payment confirmation - resolved with zero agent involvement. 24/7 availability.
Complex queries, disputes, and distressed callers seamlessly transferred to specialist agents with full AI call summary and context.
100% call recording, intent tagging, sentiment score, resolution type. IRDAI-compliant audit trail for every interaction.
Guidewire PolicyCenter and ClaimCenter APIs integrated. Hindi and English AI agents tested on 30% of inbound motor policy queries. Deflection rate on pilot traffic: 61% in week 1. FCR on AI-handled calls: 91%. Wait time for human agents fell from 14.2 to 8.3 minutes for remaining live calls.
Health, Home, Travel, and Commercial lines added. Tamil, Telugu, Marathi, and Gujarati agents deployed. After-hours coverage activated - hospital cashless and travel emergency queries now serviced 24/7. Regional language CSAT rose from 38 to 68 in the first month of language-matched AI deployment.
ByteVox Assist handling 68% of all inbound volume. Agent team restructured from 180 to 72 specialist claims and disputes handlers - the 108 agents not redeployed internally were not replaced on attrition. CSAT rose to 74. Call abandonment fell to 4.2%. IRDAI compliance team confirmed all audit requirements met.
CSAT rose 23 points - but analysis of verbatim feedback showed 71% of the gain was attributable to wait time reduction alone, not resolution quality improvement. Customers who previously waited 14 minutes to reach an agent - and then received a satisfactory answer - were rating the overall experience poorly. Eliminating that wait transformed their perception of service quality without any change in resolution capability.
6% of all calls came in after 8 PM. These callers - overwhelmingly experiencing urgent situations (hospital admissions, accidents, travel emergencies) - had been completely unserviced before. After ByteVox deployment, these callers' resolution rate was 79% and CSAT was 81 - the highest of any cohort. Urgent callers who receive immediate support are your most satisfied customers.
Tamil and Telugu callers went from CSAT 38–42 to CSAT 68–71. They were not receiving worse resolution before - they were receiving the same resolution, delivered in a language that was not their own, by an agent who couldn't understand their nuance. Language-matched AI eliminated both the communication gap and the frustration associated with it.
The 72 specialist agents remaining after restructuring handled an average of 4.1 complex interactions per hour - versus 8.2 mixed interactions per hour before ByteVox. Their complex claim resolution rate rose from 74% to 91% on the first call. When agents are not spending half their day reading claim status screens, they get better at the work only humans can do.
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