Top 5 U.S. group benefits insurer turns chatbot breakdowns into continuous digital improvement
The goal
Build a closed-loop operating model that captures every self-service and chatbot breakdown, identifies root cause, and feeds fixes back to digital and product teams, so automated CX improves instead of repeating the same failures.
The outcome
85% VOC
vs. 81% target
10% YoY
contact volume reduction since 2024
Weekly
closed-loop feedback cycles delivered to product teams
↑
increased effectiveness
↑
increased scope of the chatbot
The challenge
Many organizations launch chatbots and self-service, but when the experience fails, the customer simply “escapes” to an agent. Without a structured way to capture and route those failures back to the teams who own the bot and digital journeys, the same issues persist — driving avoidable contacts, higher cost-to-serve and ongoing customer frustration.
This carrier had been tracking their chatbot’s performance internally but had not integrated that into their operational model. When self-service breakdowns began generating unsustainable contact volumes, they turned to Foundever for a solution. The business needed a way to reliably capture failure signals (what went wrong, where, and why), translate them into actionable insights, and ensure digital teams could prioritize fixes that would measurably improve the experience over time.
The solution
Support delivered from the Philippines and El Salvador to the U.S.
Industry
Insurance
Channels
Chat and voice
Languages
English and Spanish
Foundever established a dedicated process improvement capability embedded into day-to-day operations to convert self-service breakdowns into structured product feedback:
- Interception logging: Every chatbot and self-service failure captured and categorized in real time
- Root cause analysis: Mapped to digital journey and product ownership — covering content gaps, broken flows, unclear intent, authentication issues, and more
- Closed-loop governance: Product and digital teams prioritized fixes and confirmed resolution
- Client-owned bot integration: Connected bot outcomes with operational follow-up within the existing operating model
This approach ensures that when automation fails, it not only creates a contact but also generates a learning event that improves self-service performance going forward.
Results
85%
VOC vs. 81% target
10%
YoY contact volume reduction since 2024
Weekly
closed-loop feedback cycles delivered to product teams
↑
increased effectiveness
↑
increased scope of the chatbot
Across a 17-year partnership, the carrier sustained VOC above target, reaching 85% versus an 81% goal. Bringing Foundever into their chatbot performance challenge unlocked a level of customer journey visibility that had previously existed in silos.
By closing the loop between operations and product, the program reduces repeat failures and builds toward long-term automation success. That deepened collaboration has translated into operational outcomes: contact volumes have decreased 10% year-over-year since 2024, reflecting a CX that’s improving at scale.