AIG wanted to make incremental customer service improvements as it developed its longer-term plan for digital transformation. One area of focus was its call center environment. Customer service professionals took an average of 3,500 calls per day, with several manual processes slowing down agents as they were helping customers in real time.
Together with KPMG in the US, AIG Life & Retirement developed several immediate improvements using a combination of robotic process automation, machine learning and cognitive technologies. New technologies were implemented in as little as 6–8 weeks as part of a larger roadmap to achieve their goals.
Initial results show the new automation can handle an average of 80 percent of the total workflow, allowing employees to handle calls faster, reduce post-call work, and freeing them to work on more complex customer issues. AIG Life & Retirement has been able to see improvement quickly while continuing on their digital journey.
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To learn more about this project, please contact Michael Adler.
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