Use Case: Auto Call Transfer to Live-agent in Emergency

Industry: Insurance

Challenges:

• In case of emergencies, many customers would prefer to be connected and talk to human representatives
• The customers generally end up wasting a lot of time in giving the details to the bot and connecting to the live agent is done only when the bot is not able to resolve the situation. This leads to customer dissatisfaction, and perhaps frustration

Solution:

• Kore.ai’s virtual assistants can identify the traits of conversation and connect the customer to a live agent automatically for emotional assistance
• Human agents can understand the emergency better and help the customers in the shortest span of time

Benefits:

• Customers get an immediate resolution in critical situations
• Improves customer satisfaction score leading to better retention