AXA Health Shaves 60 Seconds from AHT Across 50,000 Calls per Week with AI-Powered Verint Platform
More than 1100 AXA Health agents are using Verint Wrap Up Bot to summarize customer calls.
Results
- 60 seconds
Reduction in individual AHT, across 50,000 calls / week.
- Increased operational capacity
Among 1000+ agents.
- 4 months
To deploy AI-powered Verint Wrap Up Bot.
About AXA Health
AXA Health Ltd. is an insurance company selling private medical insurance to individuals and businesses of all sizes. Members benefit from fast access to a network of clinical specialists and over 250 hospitals across the UK.
More than 1100 AXA Health agents are using Verint Wrap Up Bot to summarize customer calls. This forward-thinking, AI-powered strategy significantly reduces the cost of the health insurer’s after-call work, increases agent capacity, and solves issues associated with incomplete, biased, or ambiguous information. An innovative roll-out strategy helped build enthusiastic adoption by agents who had initially been skeptical of this modern AI approach.
Opportunity
Previously, AXA Health’s 1100 agents spent an average of up to six minutes after each call to manually summarize the discussion. While these summaries provide other agents with crucial information for the next interaction with that customer, this process was both time-consuming and costly. “Every minute spent on after-call work was a minute spent not preparing for or speaking to the next member, which can cost AXA money and customer goodwill,” says Naz Islam, Lead Transformation Manager, AXA Health.
Manual summaries, as well as simply being less efficient, can also be inconsistent as they are highly dependent on how well the agent remembered the call and summarized the discussion. Some agents were comprehensive and accurate in their summary, but some were very brief – and some didn’t complete the summary at all! This meant there was a lot of variance in the “old ways of working.”
“All of this could lead to customers having to repeat themselves on the next call, giving them a diminished customer experience,” says Islam.
Comprehensive review by AXA concluded that the Verint Wrap Up Bot (internally branded as “ALAN”) offered the best opportunity to deliver AI business outcomes with AI-generated call note summaries. “We opted to use our own large language model, trained on massive amounts of text data to understand human language,” says Vikki Williams, Head of Service Optimization Portfolio, AXA Health.
A key innovation was the collaborative co-creation of the automated call summary. The team worked across business units and other stakeholders to create buy-in, architect and integrate the bot, and communicate the value of the bot to end users.
Solution
AXA Health’s Verint Wrap Up Bot summarizes AXA’s customer and agent interactions after the call is completed. Employing generative AI, Verint Wrap Up Bot delivers precise interaction summaries in seconds. It works as follows:
- Real-time audio is transcribed automatically by the LLM.
- Generative AI creates a narrative summary, which is exported to AXA’s CRM platform.
- The summary is viewed in a single screen, with the data used for analytics and trusted decision making.
- The secure Wrap Up Bot trains on AXA’s latest LLM data to further improve the summary quality over time.
A large-scale communications plan was developed to create buy-in to the program. Initially, there was concern among agents that their roles might be eliminated by AI. AXA promoted the ease of use, convenience, and accuracy of having a bot take away the “heavy lifting” involved in manual summarization — making the agents’ jobs easier.
A pilot was rolled out to approximately 50 agents. As part of the pilot, fine-tuning processes identified a high modification rate among agents. For example, the LLM struggled with certain call types, such as fertility treatment and gender identity, which agents continued to correct manually. In response, the LLM model was fine-tuned to improve accuracy.
“Our pilot was so successful, we now have over 1000 colleagues using the bot across AXA Health Membership, Claims, Clinical, Complaints, Sales and Distribution teams.”
Benefits
It took just four months to fine-tune and deploy this innovative AI-powered solution. The Verint Wrap Up Bot has reduced average handling time (AHT) in AXA Health by 60 seconds. The call centers process 55,000 calls per week. The deployment has also received an internal AXA award for “Transformation and Innovation.”
Other benefits include:
- Significantly reduced the cost of AXA’s after-call work.
- Increased agent capacity, allowing people to focus on customer interactions rather than administrative tasks.
- Standardized call summaries, making it faster and easier for agents to pick up where previous agents left off.
- Solved issues caused by incomplete, biased, or ambiguous information.
- Supported agents who might struggle to write a coherent summary, such as those with dyslexia.
“Compliance has improved as well,” says Williams. “All AXA agents follow process now – call summaries are no longer written the length of ‘War and Peace’ or alternatively a blank page!”
And Islam adds: “Agents who were previously skeptical of the AI tool – believing their job may be under threat – now warmly welcome the bot, seeing it as an indispensable part of their toolkit.”
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