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HOW ONE AGENT HANDLES 20M CALLS A YEAR
Yes , the title of this article is undeniably fantastic , yet it ’ s also 100 % accurate . A single agent handles a staggering 20 million calls annually for a Fortune 100 insurance company .
Meet the agent : an AI Agent . This AI Agent ’ s role is to identify and verify the caller , determine their intent , and then smoothly transfer the call to the most qualified agent . The AI Agent is specially trained to handle a specific high-volume , low-complexity task . This remarkable AI Agent has achieved a 95 % automation rate for ID & V and reduced Average Handle Time ( AHT ) by 1.5 minutes , which amounts to a 27 % improvement .
Importantly , the AI Agent didn ’ t replace any human workers ; instead , it enhanced their job satisfaction and made their work more fulfilling . Now , let ’ s explore the compelling reasons why you should consider hiring AI Agents without delay .
LABOR SHORTAGES , LEGACY SYSTEMS AND REG- ULATIONS
Insurance companies , and companies across industries , often feel overwhelmed by issues such as legacy systems , strict security and privacy regulations , as well as the challenge of finding and retaining staff . Not to mention the limited automation in your service processes . But that ’ s no excuse for inaction . While there is never a shortage of reasons why something might be difficult , digital transformation is not an insurmountable challenge .
12 CONTACT CENTER PIPELINE
The key : one step at a time .
WHAT IS AN AI AGENT ?
An AI Agent is simply a useful metaphor for a cutting-edge AI-based software solution . It is designed to interact with customers and human agents in a natural , human-like manner and ultimately get things done . They consist of two main components :