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Track record · Insurance

Using call-centre resources based on data

For a leading insurance company with around 1,000 call-centre employees, an AI-supported analysis of recorded calls was built: missed calls, availability and call duration were evaluated graphically to make better use of the existing call-centre structure.

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The challenge

The problem

The existing call-centre structure and its resources were not fully utilised; without a reliable data basis it was unclear exactly where the potential lay.

Influences such as weather, public holidays or local festivals on call volume were not systematically captured.

Voice AI

The solution

How it was solved

Multi-factor analysis Multi-factor, AI-supported analysis of recorded calls across all locations.
Graphical evaluation Graphical evaluation of missed calls, availability and call duration.
Seasonal patterns Insights into seasonal influences such as weather, holidays and local festivals on call volume.

The results

24 % reduction in FTE capacity across 1,000 employees

Technology

Methods used

Stack

  • Machine Learning
  • Call/voice analytics
  • Time-series analysis
  • Dashboards

Result per the project report.

Led by Beyonetix founders and senior engineers. Figures per the respective project report.

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