JapanFinance and insurance2024 – ongoingAnicom Insurance (Anicom Holdings group)
AI call transcription and summarization in the pet-insurance contact center
Anicom's pet-insurance call center met its 90% response-rate target the month after adding PKSHA's call-summary AI, PKSHA says
Problem
Anicom Insurance, the pet-insurance subsidiary of Anicom Holdings, had struggled to reach its target of answering 90% of incoming calls. Operators spent a lot of time on after-call work such as writing up the call.
Approach
The contact center adopted PKSHA Speech Insight, a SaaS tool that transcribes and summarizes calls and supports search for terms and policy details from the transcript. Anicom ran a verification of about 1.5 months before deciding, and operation began in March 2024.
Results
Takeaway
Cutting after-call writing freed operator time, and the contact center tied that directly to its response-rate target.
Categories
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
PKSHA's press release says Anicom Insurance's contact center started using Speech Insight in March 2024 after a trial of about 1.5 months. It gives a roughly 37% reduction in post-call work as the level met in the trial and says the 90% response-rate target was reached the month after rollout. Calls per hour rose, with no figure given.
Full details are in the original sources.