Case Studies
Apr 17, 2024
Our Client
This Fortune 500 enterprise utilizes technology to offer comprehensive health insurance coverage nationwide. By harnessing the potential of data, they seamlessly integrate a wide array of benefits to enhance the healthcare journey for their clients.
Industry
Healthcare Payer
Company Size
400,000+
Revenue
$2B+
Location
United States
Objective
The client’s objective was to improve their call center operations product used by 15,000+ advocates and reduce the cost of operations. They sought actionable insights into the work performed outside of their company's top five main contact center applications. Specifically, they wanted to compare the various types of requests received, known as intents, and their impact on process execution.
Additionally, the client wanted to understand which tasks were performed after calls were concluded, including quantifying the percentage of work that occurs during after-call work (ACW). Measuring overall productivity was another key goal. By analyzing the work performed outside of their core contact center applications, the client aimed to gain a more comprehensive understanding of the activities and productivity throughout their organization.
$28M
Cost Savings
in potential savings identified by eliminating repetitive and non-value-added activities.
AI-based solutions
Opportunity Identified
for auto-call documentation enabling faster call resolution.
Solution
Skan AI's process intelligence platform provided valuable insights into opportunities to improve agent productivity by analyzing average handle time (AHT) in addition to ACW. By examining time spent in core applications versus other applications, the client was able to identify 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 AI identified areas where agents can work smarter, not harder, boosting efficiency and customer experience.
The deep dive highlighted actionable insights to streamline processes, reduce effort, and empower agents to focus on high-value interactions.
Outcome
Skan AI'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 AI's solutions streamlined information retrieval, reducing call handling times and increasing accuracy. These call center optimizations not only enhanced resource utilization but also boosted customer satisfaction through quicker and more efficient service.