Challenge
With a 100% digital approach, one of the biggest financial services firms specializing in occupational risk insurance aimed to incorporate AI into its operational management, focusing on achieving more with its current workforce.
A critical process within the organization is transfer management, essential to the recovery process for workers. This task was managed by a team of only four people, who were responsible for assigning and coordinating over 12,000 transfers per month, with an average assignment time of 29 hours from the confirmation of availability.
To solve this, the company partnered with Nespon to implement Agentforce via the WhatsApp channel, enabling self-service for insured individuals.
Solution
Through Agentforce, Nespon empowered the system to:
- Identify the person
- Determine if a transfer is required
- Manage the transfer
- Notify the insured about the transfer assignment
This solution helped ease the pressure on both the Transfer team and the single point of contact where multiple interactions are managed.
Results Achieved
For the MVP launched on March 27, the goals were to:
- Reduce the average transfer assignment time
- Ensure Agentforce manages at least 60% of transfers initiated via the WhatsApp channel
The results were clear and impactful:
- Average transfer assignment time with Agentforce: 11 minutes
- Agentforce conversion rate: Over 69%
- 25% reduction in resources allocated to Transfer Management
- Average transfer processing time dropped from 29 hours to 40 minutes