With 90% of customer interactions happening over the phone, this global insurer needed a better way to reduce voice traffic, control costs, and improve service quality. Traditional self-service options had limited impact, leaving contact center agents to handle overwhelming call volumes across a global customer base.

Partnering with Bucher + Suter, the insurer launched an AI-powered voice automation strategy centered around intelligent voicebots. Today, AI agents handle millions of customer conversations, provide 24/7 service across more than 17 countries, and help route callers to the right agent with the right information, freeing contact center teams to focus on higher-value customer interactions.