AI Assistant Deployed for Insurance Calls in Weeks

Voagents enables AI-powered overflow call handling to capture lost leads, deployed in under six weeks with higher conversion rates than web forms.

Quick Stats

• Higher payouts achieved with AI Voice Agents compared to standard web forms
• Significant reduction in missed calls after AI implementation
• Successfully deployed within 6 weeks for the initial rollout

An insurtech company specializing in matching customers with Medicare, auto, and commercial insurance plans faced a surge in call volumes during Q4, especially from seniors seeking Medicare coverage. Missed calls directly impacted revenue, making it crucial to manage these spikes efficiently. To address this challenge, the VP of Engineering implemented an AI-driven solution that ensures every lead is captured, even when human agents are at full capacity.

The Challenge

Providing timely assistance is crucial, as any delay can lead to caller drop-off. With a compact team of 19, the company encountered several operational roadblocks:

• Unanswered Calls During Peak Hours: High call volumes often exceeded agent capacity, leaving many callers without assistance. Each missed call represented a lost revenue opportunity.
• Limited Time for Deployment: With Q4 being the busiest period for Medicare enrollments, a fast and efficient solution was needed to manage overflow calls without significantly expanding the workforce.
• Challenges in Data Collection: Requesting details such as email addresses or last names frequently led to caller disengagement. A seamless, low-friction approach was essential to maintain engagement throughout the call.

Why Choose AI Voice Assistants?

After assessing various solutions for overflow call management, the decision was made to implement an AI-driven voice assistant due to its:

• Scalability to manage sudden call volume surges
• Rapid deployment to meet critical deadlines
• Customizable conversation flows that reduce friction and improve engagement

Key Technical Requirements

• Seamless integration with existing call routing systems
• Intelligent call transfers to human agents when available
• Optimized call flows to maximize lead capture with minimal friction

Solution Implementation

By analyzing call data and utilizing concise, targeted prompts, the team developed an AI-powered assistant designed to efficiently capture key caller information before transferring them to a live agent.

The initial deployment prioritized Medicare call flows, the most time-sensitive use case. The AI was trained using real call transcripts, continuously refined through nightly audits, and integrated in real-time via SIP with Ringba for seamless call routing.

Adaptive AI Capabilities

• Streamlined Conversations: Minimal questions keep interactions brief, reducing the likelihood of caller drop-offs.
• Context-Aware Responses: A decision-making engine dynamically adjusts follow-ups based on caller input, ensuring a natural flow.
• Seamless Overflow Management: During peak hours, calls automatically transfer to AI, preventing long wait times and missed opportunities.

Results & Impact

• Higher Completion Rates vs. Web Forms: AI-powered healthcare calls achieved better completion rates than equivalent web forms, proving the effectiveness of the voice-driven approach.
• Reduced Missed Calls: Early data indicates a notable decrease in call abandonment, successfully reclaiming leads that would have otherwise been lost.
• Improved Customer Experience: Short, targeted prompts reduce frustration, particularly for Medicare callers.
• Scalable Solution: The AI-driven model can be seamlessly extended to commercial and auto insurance lines with minimal adjustments.

Future Expansion

The company plans to scale AI-driven call handling across all insurance verticals while refining the customer experience. Key upcoming initiatives include:

• A/B testing for voice and script optimization.
• CI/CD integration for streamlined version control of AI scripts.
• Enhanced knowledge base to handle complex inquiries more effectively.
• Real-time voice integration with landing pages for a more seamless experience.

For organizations struggling with seasonal call surges and lead loss, this AI-driven solution provides an efficient, scalable alternative that can be implemented quickly—without compromising the customer experience.