United StatesFinance and insurance2026 – ongoingVoya Financial
AI customer-service self-service
Voya reported more than 2.8 million calls resolved through AI-assisted self-service
Problem
Voya sought faster customer support.
Approach
Voya deployed AI-enabled support across Workplace businesses. Virtual agents supported customer interactions.
Results
more than 2.8 millioncalls resolved through AI-assisted self-service
Takeaway
Voya included the self-service calls within its annual customer-interaction volume but did not report changes in handling time or cost.
Categories
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
[1]Voya Financial16 Sep 2026
Voya reported self-service call resolutions. It also described virtual-agent results.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026