94% First-Call Resolution on Claims — Without Adding Headcount

The Challenge

A pan-Asian insurance group handling 2 million claims calls annually had a 61% first-call resolution rate and a 28% call back rate. Agents lacked real-time access to policy data and escalation paths were unclear.

The Solution

ALPANDIA's AI whispering integrated with the insurer's policy management system to deliver real-time policy data, next best actions, and escalation prompts to agents throughout each call.