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Transforming Customer Support with AI Chatbots to Reduce Call Center Load

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A leading national insurance provider, serving over 12 million policyholders, relied heavily on its call center as the primary touchpoint for customer interactions. Handling inquiries about policy renewals, claim statuses, premium payments, and coverage details, the company employed a call center team of 1,200+ agents across multiple regions. Despite heavy investments, customer dissatisfaction was growing due to long wait times, while operational costs continued to rise.

The Challenge: Breaking the Cycle of High Volume & High Cost

The insurer’s call center faced high operational pressure and inefficiency, driven by repetitive queries and limited availability.

Key pain points included:

  • High Volume of Repetitive Calls: Approximately 70% of calls involved routine queries like premium due dates or required claim documents.

  • Agent Burnout & Churn: Staff were overwhelmed with low-value, repetitive tasks, resulting in high turnover.

  • Long Wait Times: Customers experienced average waits of 8–10 minutes during peak hours.

  • High Operational Costs: Annual call center expenses exceeded $35M, largely due to staffing and training.

  • Limited Availability: No 24/7 service left customers frustrated and delayed issue resolution outside business hours.

The insurer needed a scalable, intelligent automation solution to handle high call volumes, improve customer experience, and reduce operational costs while maintaining service quality.

 

The Solution: Amantra Conversational AI + RPA Integration

Amantra deployed a multilingual, omnichannel AI chatbot with seamless integration into the insurer’s backend systems:
  • Intelligent Query Handling: Automated FAQs, policy information, claim status checks, and renewal reminders. 
  • Process Automation via RPA: Premium payment confirmations, policy updates, and claims initiation handled end-to-end without human intervention. 
  • Smart Escalation: For complex cases, the chatbot transferred the conversation to a human agent with full context, reducing handling time by 30%. 
  • Omnichannel Presence: Chatbot deployed across website, mobile app, WhatsApp, and IVR voice bots. 
  • Continuous Learning: Using NLP and feedback loops, the chatbot improved accuracy and understanding over time. 

The Results: Tangible Business Impact

  • 45% reduction in total call volume within six months. 
  • 60% of routine inquiries fully automated, freeing agents to focus on high-value cases. 
  • $12M annual cost savings through reduced staffing needs. 
  • 25% improvement in First Contact Resolution (FCR) due to AI pre-screening and context transfer. 
  • 24/7 support availability improved customer satisfaction and loyalty scores. 
Bottom Line: The insurer transformed its call center from a cost-heavy dependency into a lean, AI-augmented service model—delivering faster service and sustainable cost efficiency.