Manual audits covered just 2% of calls. AI now analyzes 100% of volume, accelerating review speeds by 15x.
Canada's largest property and casualty insurer operates a global network of customer service centers handling 20,000 calls per day.
Analysts manually reviewed calls one at a time, limiting quality audits to less than 2% of total volume. This manual bottleneck made it impossible to...
“We scanned the market, properly evaluating and testing the different providers out there. We found Amazon Transcribe to be 10-15% more accurate in handling both English and Canadian French calls compared to other ASR vendors.”
Property and casualty insurance provider for individuals and businesses.
Cloud computing platform and on-demand infrastructure services.
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