Case Study

Boosting Agent Productivity by 40% with an AI Assistant

The Challenge:

A large independent insurance agency in San Diego, CA was struggling with agent productivity. Their agents were spending up to 3 hours per day on non-billable, low-value tasks like answering routine policy questions, providing billing updates, and checking on the status of claims. This administrative burden prevented them from focusing on their primary role: selling new policies and building client relationships.

The Solution:

The agency partnered with Intelligent Voice AI to deploy a virtual AI assistant. The AI was trained on the agency’s internal knowledge base and integrated with their CRM. The AI now serves as a frontline support system, handling all routine policyholder inquiries via phone and web chat. It can answer questions about policy details, provide billing information, and even initiate a claims inquiry.

The Results

  • Time Savings: Agents saved an average of 2.5 hours per day by offloading routine inquiries to the AI. This is a 45% increase in their productive, high-value time.

  • Increased Sales: The extra time allowed agents to focus on new business, leading to a 30% increase in new policy sales within the first quarter.

  • Improved Client Service: The agency’s client satisfaction scores improved, as policyholders were able to get instant answers to their questions, 24/7.

The Impact:

The AI did not replace a single agent. Instead, it empowered the entire team, allowing them to focus on the human-centric work that drives the agency’s growth and profitability.

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