How AI helped one insurer analyze 100% of calls vs. just 4%

Managing call center quality at scale is a persistent challenge for insurance companies. Manual reviews cover only a fraction of interactions, leaving critical insights into agent performance, customer sentiment, and service issues undetected — keeping organizations reactive instead of proactive.

This case study explores how one insurance aggregator transformed quality assurance using generative AI and cloud infrastructure. Highlights include:

• Call analysis coverage rising from 4% to nearly 100%
• Review time per call dropping from 25 minutes to 2 minutes
• Processing up to 500 calls in parallel per hour

Read the case study to see how this AI-powered approach was implemented.