United StatesFinance and insurance2023 – ongoingSelectQuote
Voice assistant for overflow inbound sales calls
SelectQuote used a PolyAI voice assistant to answer overflow sales calls it had been missing
Problem
SelectQuote's contact center could not answer every inbound call when volumes peaked. Seasonal staffing was hard, so some sales calls went unanswered.
Approach
SelectQuote deployed a voice assistant from PolyAI to take overflow calls when the call center was busy. Dan Savino, the company's SVP of Artificial Intelligence and Innovation, described the work at the PolyAI VOX 2023 event.
Results
Takeaway
Routing only the overflow to an AI voice assistant let the call center cover peaks without hiring for them. SelectQuote gave no call counts or revenue figures.
Categories
- Industry
- Finance and insurance
- Business function
- Customer serviceMarketing and sales
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
PolyAI's blog summarizes a talk by SelectQuote's SVP of AI and Innovation. The assistant handles overflow calls and helps with seasonal staffing. The executive said the company realized hundreds of sales a day that it had not been answering before. No exact figures are given.
Full details are in the original sources.