AI Virtual Assistant
VOICE
SMS
LIVE CHAT
CCAAS
PLATFORM
SPECIALISED PROGRAMMATIC
AI
SCALABILITY
ENHANCED TRACKING
CONTINUITY / RESILIENCE
LEAD CONVERSION
OPERATIONAL COSTS
CX SATISFACTION
RESPONSE TIME
Summary
US-based insurance agency Goosehead Insurance partnered with Vonage to integrate AI Virtual Assistant, enhancing client engagement and communication efficiency, increasing appointment booking rates to 85%, and improving customer satisfaction scores by 50%.
Challenges
The business challenges included managing over 600,000 client interactions, improving call connection rates, and enhancing agent productivity.
Solution
Goosehead Insurance integrated Vonage Contact Center and AI Virtual Assistant for client calls via voice, text, and online chat.
Outcome
Increased appointment booking rates from 60% to 85%, reduced customer wait time by 45%, improved customer satisfaction scores by 50%, and achieved scalability, enhanced tracking, continuity, and resilience.
Sources
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