Inbound Call Triage for Insurance Contact Centers
The Challenge
Front desks become choke points when every caller lands on a general queue.
But here is the real problem:
Agents guess caller intent.
As a result:
Transfers stack up and customers repeat themselves.
No fast path for urgent cases.
As a result:
Critical requests wait behind basic queries.
The Approach
We added an intent-aware greeter.
Top intents are predictable: claims, status, payments, new sales.
Capturing intent + ID upfront reduces handling time significantly.
We needed a solution that could:
Detect intent quickly and route right the first time.
Give agents context so they start with answers, not questions.
The Solution
An intelligent front door for inbound calls.
Intent Capture
Asks concise questions to classify the call.
Identity Match
Pulls policy and status to personalize the handoff.
Smart Routing
Sends to claims, billing, sales, or self-serve based on intent.
The Impact
Contact center gains:
28%
shorter average handle time for routed calls.
32%
reduction in repeat transfers.
Result? First-call resolution gets easier.
Smart triage declutters queues instantly.
