Largest US Health Insurance Provider Partners with Skan to Reduce Cost of Operations & Maximize Efficiency in Contact Centers​

Skan provided valuable insights into opportunities to improve agent productivity by analyzing average handle time (AHT) and after call work (ACW). By examining time spent in core applications versus other applications, they identified opportunities to optimize workflow.

Their intent-level analysis of call types revealed redundant activities that could be automated or eliminated. With a data-driven approach, Skan identified areas where agents can work smarter, not harder, boost efficiency and customer experience. The deep-dive highlighted actionable insights to streamline processes, reduce effort, and empower agents to focus on high-value interactions. 

Skan's insights empowered the insurer to identify key use-cases for implementing AI-based solutions, resulting in significantly enhanced operational efficiency. The introduction of auto call documentation enabled them to reduce manual efforts, allowing agents to concentrate on resolving customer issues faster, resulting in improving the overall customer experience.

By centralizing data access, Skan's solutions streamlined information retrieval, reducing call handling times and increasing accuracy. These improvements not only optimized resource utilization but also boosted customer satisfaction through quicker and more efficient service.