Guide

Leading Insurer Modernizes Contact Center with AI Analytics

Faster resolutions. Strong customer outcomes. Powerful insights.

Learn how a leading insurer achieved a digital transformation that balances human empathy with AI innovations.

 

While improving the average handle time of customer calls is important, the main goal is to help agents focus on more meaningful interactions, automate simple tasks, and free up capacity for complex issues. The organization also needs real-time visibility into contact center performance and clear guidance on how to make each conversation more valuable for both customers and employees.

What you'll learn

In this use case, discover how Smarsh Call Recording and Analytics enabled the organization to:

• Unify data stream ingestion across voice, video, email, and chat
• Monitor 100% of conversations with sentiment, tone, and trend insights
• Improve CX and EX with real-time guidance for coaching, staffing, and conversation quality
• Adapt products and services using historical and predictive analytics tied to actual demand
• Ensure compliance with secure capture, governance policies, and audit-ready workflows

See what’s possible for your organization

Read the use case to learn how you can achieve stronger customer outcomes, faster resolution, and a measurable lift in employee retention.