How Excel Increased Call Transfer Rate by 15% with an AI Voice Agent
Excel generated an annualized profit of $2.5 million by utilizing Infer.
Executive Summary
Infer, a provider of AI voice agent solutions, partnered with Excel, a rapidly growing insurance marketing company. Excel helps insurance brands acquire the right customers at scale. They specialize in generating leads, calls, and clicks in Health, Medicare, Life, Auto, and Home insurance markets. This case study explores how the implementation of Infer's AI voice agent solution significantly improved Excel's call transfer rates and overall business outcomes.
About Excel
Excel is a leading online customer acquisition firm focused on the insurance industry. Recognized by Inc. 500 as the #1 fastest-growing company in the Insurance category, Excel leverages data science, technology, and a partnership-driven approach to help insurance brands acquire the right customers at scale. By offering high-quality data leads, consumer-initiated calls, and targeted online traffic, Excel optimizes marketing spend and reduces customer acquisition costs of its partners. Excel has been ranked three times on the Inc. 500 list and six times on the Inc. 5000 list as one of America's fastest-growing companies. This achievement is attributed to the company's strong focus on marketing excellence, quality, and a partner-centric approach. Excel generates over 1.5 million calls annually for some of the leading insurance brands in the United States.
The Challenge
High Drop-off Rate
Half of the health insurance consumers end the call when asked about their age.
IVR Limitations
Many callers were reluctant to share their age and had follow-up questions that the automated IVR could not address, leading to a 50% drop-off rate.
The Infer Solution
Infer implemented an AI voice agent solution that could interact more naturally with callers, answering their questions and explaining the need for age information for proper qualification. The AI system was designed to handle common concerns and keep the callers engaged, reducing the drop-off rate.
Engaging in Natural and Intelligent Interactions
Infer implemented an AI voice agent solution that could interact more naturally with callers, answering their questions and explaining the need for age information for proper qualification. The AI system was designed to handle common concerns and keep the callers engaged, reducing the drop-off rate.
Incremental Lift Through Experimentation
To ensure continuous improvement, Infer conducted numerous experiments, testing script variations, response timing, sentiment analysis, and dialect adjustments. These experiments led to incremental improvements in transfer rates and call quality, optimizing the AI voice agent system's performance and enhancing Excel's business outcomes.
Results
Partnering with Infer has transformed our call handling process. Their AI voice agent not only increased our transfer rates by 15% but also significantly enhanced the customer experience. This partnership has been a game-changer for us, resulting in over $2.5 million in annualized profit. We're excited to continue optimizing and expanding our use of Infer's innovative solutions.
Ready to Boost Your Transfer Rates?
Stop bleeding leads from your inbound calls. Our AI Voice Agent can turn high-intent callers into warm transfers for your agents, just like we did for Excel. Let's build a blueprint to boost your call transfer rates.