Healthcare Insurer Optimizes Their Call Center with Skan AI

  • IndustryHealthcare Payer
  • Company Size 400,000+
  • Revenue $2B+
  • Location United States
01

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.
02

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. 

Cost Savings
$28M
in potential savings identified by eliminating repetitive and non-value-added activities.  ​
Opportunity Identified
AI-based solutions
for auto-call documentation enabling faster call resolution.
03

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. 

04

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.

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