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

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

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Sergio Artimenia
Commercial Director, RNDpoint

FinTech

Project description

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“The quality of their work speaks for itself.”

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Margarita Gushchina
Recruiter, Expert Soft

Blockchain

Project description

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“We are very satisfied with their excellent work”

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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.