Plavno
Cases
AI Voice Assistant for Insurance Consultation

AI-Powered Voice Assistant for Insurance Support & 24/7 Intelligent Call Automation

Need

Reduce support workload and automate routine customer calls while freeing up specialists to handle complex issues

Solution

AI voice assistant capable of independently resolving 60% of all incoming customer issues

Technologies

Big Data

Artificial Intelligence

Machine Learning

Result

63%

of incoming calls handled end-to-end by the AI assistant without escalation

84%

first-call resolution rate achieved through automated voice support

51%

reduction in average issue resolution time

Customer

SecureLi Insurance Company, headquartered in Sofia, offers a wide range of insurance services to individuals. With operations spanning five countries, the company has built a robust client base of over 300,000 people. Each day, its dedicated hotline handles a substantial volume of calls, reflecting the company's growing customer engagement

Insurance Services

Challenges & solutions

Easing Support Team Workload

Problem

SecureLi's customer support team, a group of 100 highly trained professionals, has long excelled in resolving client issues within the insurance sector. However, a sharp rise in clients over the past year has placed unprecedented demands on the department

Solution

With the implementation of an AI voice assistant, call center employees now have more time to focus on complex issues. Some specialists have received additional training and transitioned to other departments within the company. The AI assistant's performance is measured using the First Call Resolution (FCR) metric, which tracks the percentage of issues resolved on the first call. If a customer does not call back within 24 hours, it signals that their concern was successfully addressed

AI Call Center

Problem

Support specialists have struggled to manage the higher volume of inquiries, leading to extended wait times. In some cases, clients faced delays of up to 40 minutes for a manager’s response — an especially concerning issue when it comes to time-sensitive insurance claims

Solution

SecureLi’s AI assistant has revolutionized its customer support operations by handling 100% of incoming calls, efficiently managing the first level of support. The assistant successfully automates 57% of these calls, or 63% when factoring in staff time. On average, employees now spend only 2-3 seconds to take a call and an additional 15-20 seconds to update customer records after the conversation

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process

Crystal clear process

Agile methodology forms the cornerstone of our work philosophy. Through a seamless blend of innovative practices, including regular demos, comprehensive progress tracking, and a unique pay structure based on hours invested, we've constructed a workflow that ensures optimal outcomes and client satisfaction.

discovery

design

development

Testing

Launch

Maintenance

Conduct market research

UX Research

Components

Perform integration testing

Address issues in staging environment

Audience analysis

Moodboards

Develop UI components

Test personalized algorithms

Monitor customer satisfaction

Identify key features

Prototyping

API integrations

Deploy to production

Gather user feedback

Define project scope

UI Design

Implement custom features

Address and fix bugs

Updates and improvements

project team

Launch, accelerate and support your business with our teams

Dmitry

Frontend

Expertise

Fullstack Developer with more than 5 years of experience in React and Node.js.

TypeScript

Node.js

Express

Next.js

React

Yan

Expertise

Experienced QA Engineer with a strong background in Cypress and Selenium automation testing.

Postman

Selenuim

Bamboo

Python

ADB

Aleksandr

DevOps

Expertise

Lead DevOps with 6+ years of experience in implementing the entire infrastructure and architecture.

Dart

Terraform

Kubernetes

Docker

Azure

Testimonials

“They really understand what we need. They’re very professional.”

The 3D configurator has received positive feedback from customers. Moreover, it has generated 30% more business and increased leads significantly, giving the client confidence for the future. Overall, Plavno has led the project seamlessly. Customers can expect a responsible, well-organized partner.

Sergio Artimenia
Commercial Director, RNDpoint

FinTech

Project description

Plavno has developed a web application for a product development company. They’ve built a 3D configurator that allows clients to design a unique final product by choosing colors, materials, and other options.

“The quality of their work speaks for itself.”

Plavno has completed the project within five months and helped to save $400,000 on client’s crypto startup launch. The client has also recorded one million onboarded users in a year. Moreover, Plavno provides high-quality codes, offers 24/7 interactive support, and communicates well.

Margarita Gushchina
Recruiter, Expert Soft

Blockchain

Project description

Plavno has created a multi-layered ecosystem designed to accelerate the ownership economy and address a software development firm's main paradigm shifts. They've used Node.js, Solidity, and PostgreDB.

“We are very satisfied with their excellent work”

Through the partnership with Plavno, we built a system used by more than 40 million connected channels. Throughout the engagement, the team was communicative and quick in responding to our concerns. Overall, we were highly satisfied with the results of collaboration.

FinTech

Project description

Plavno was hired by a YouTube network to develop an internal portal for bloggers that handled Google reports for their company. They also built an e-wallet and a system where users' information was collected.

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