An American insurance and financial services provider faced high call volumes of around 50,000 calls per month, mostly related to simple customer enquiries such as contract details, pension payments, financial status, and data updates. These routine requests consumed significant agent time and limited the ability to handle complex cases. The company aimed to modernize its contact centre by introducing an intelligent self-service solution to automate common enquiries and reduce call load. A key priority was maintaining a positive customer experience for its core customer base, predominantly aged 67 and above, ensuring ease of use, clarity, and trust while improving efficiency and service quality.

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