This case study explores how a leading insurance provider in the United States leveraged Pega’s self-healing solutions and AI chatbot to achieve significant business benefits. By implementing these innovative solutions, the company transformed its customer service operations, streamlined internal workflows, and ultimately reduced costs while improving return on investment (ROI).
Challenges
The insurance provider faced several challenges that hindered their ability to deliver a best-in-class customer experience and maintain optimal operational efficiency:
High Call Volume: The company’s contact center was experiencing a high volume of calls, leading to long wait times and frustrated customers.
Limited-Service Availability: Restricted operating hours meant that customers couldn’t get the support they needed outside of business hours.
Workforce Strain: The high call volume placed a significant burden on the customer service team, impacting their productivity and morale.
Manual Application Maintenance: IT teams were bogged down with time-consuming manual tasks associated with application maintenance and troubleshooting, hindering their ability to focus on strategic initiatives.
Solutions
To address these challenges, the insurance provider implemented a two-pronged approach with Pega’s solutions:
Pega Self-Healing Solutions: This solution leverages AI to automate repetitive tasks associated with application maintenance and troubleshooting. This frees up IT staff to focus on more strategic initiatives, such as developing new features and optimizing existing systems.
Pega AI Chatbot: An AI-powered chatbot was deployed to handle routine customer inquiries, such as status updates, policy information, and billing questions. This 24/7 availability significantly improves customer convenience and reduces the burden on human agents.
Benefits
The implementation of Pega’s solutions resulted in several significant benefits for the insurance provider:
Improved Customer Experience:
Reduced Wait Times: The AI chatbot handles a significant portion of customer inquiries, freeing up human agents to address more complex issues. This led to a dramatic reduction in wait times for customers seeking support through traditional channels.
24/7 Customer Support: The chatbot provides self-service options for customers outside of business hours, significantly improving accessibility and convenience.
Faster Resolutions: The chatbot’s ability to access and process information quickly allows for faster resolution of customer inquiries, improving overall satisfaction.
Increased Operational Efficiency:
Reduced IT Workload: Pega’s self-healing solutions automate many manual tasks associated with application maintenance, freeing up IT staff for more strategic initiatives.
Streamlined Workflows: Automated tasks and improved resolution times lead to smoother workflows and faster issue resolution across the organization.
Reduced Costs: By automating tasks, improving efficiency, and minimizing wait times, the insurance provider reduced overall operational costs.
Data-Driven Insights: Pega’s solutions provide valuable data and insights into customer interactions and application performance. This data can be used to further improve customer service, optimize internal processes, and make data-driven decisions for future growth.
Conclusion
The insurance provider’s successful implementation of Pega’s self-healing solutions and AI chatbot demonstrates the power of digital transformation. By leveraging AI to automate tasks, improve efficiency, and enhance the customer experience, Pega’s solutions can provide a significant competitive advantage for businesses in the insurance industry and beyond.
