How Insurely Introduced Voice Agents To Their Contact Center

Insurely, an online-only insurance provider in Canada, is revolutionizing its customer service by integrating ElevenLabs' voice AI technology to automate their contact center and improve customer interactions. By deploying voice agents, Insurely addresses the limitations of traditional IVR systems, which often fail to capture the emotional context of customer calls, thus enhancing the support experience with nuanced responses. The AI agent, Emily, is designed to assist customers in completing complex rental insurance forms, resulting in increased completion rates and improved sales numbers. Additionally, Insurely's voice agents operate continuously, allowing human agents to focus on more complex queries, thereby maintaining headcount while increasing throughput. The transition between AI and human agents is seamless, with real-time call transcripts providing complete context for human agents, ensuring a smooth handoff and improved customer satisfaction. Insurely's approach to voice AI emphasizes specialized agents, a robust knowledge base, efficient data handling, and precise time zone management, leading to measurable business impacts and setting a precedent for best practices in the industry.

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