Specialty insurer reduces AHT by 15% in just 30 days with AI-augmented agents
The goal
To reduce average handle time on high-volume claims interactions in a live operation without increasing agent workload, adding training overhead, or putting customer satisfaction at risk.
The outcome
15%
AHT reduction
30 days
to measurable impact
90 CSAT
The challenge: Cutting handle time without disrupting a live operation
For a well-established U.S. specialty insurer managing a high-volume claims operation, the pressure to reduce cost per interaction was real and ongoing. With 150 agents handling claims at scale, even modest inefficiencies compounded quickly. The opportunity was identifiable: too much time was being spent on information capture, policy lookups, and after-call documentation. But the path to addressing it was not straightforward.
The organization had seen enough of the AI hype cycle to approach new technology with justified caution. The promise of AI-augmented operations is easy to make and, in practice, frequently difficult to deliver. Poorly implemented automation does not simply fail to help. It actively creates new problems. Agents can find themselves working around tools that were supposed to support them. Customers can feel processed rather than heard. And the business can end up with a technology investment that has increased complexity without improving performance.
The client was not looking for a proof of concept or a pilot that would take months to show results. They needed a practical starting point: a deployment that would deliver measurable improvement quickly, within the live operation, without disrupting the agents already delivering it.
The conditions were clear from the outset: improved AHT, no increased training overhead, no disruption to current workflows, and no negative impact on CSAT. If the technology could meet those conditions, it would earn the right to go further.
The solution: AI tools embedded where agents needed them the most
Service delivered from Mexico to the U.S. market
Industry
Insurance
Channels
Voice
Languages
English
Working closely with the client, Foundever identified three specific points within the claims interaction where time was being lost and where targeted AI support could make a meaningful difference, without requiring agents to change how they worked in any fundamental way.
The solution deployed was EverAssist, Foundever’s AI-augmented agent tooling, embedded directly into the existing agent workflow across three capabilities:
- EverAssist Dictation: Captures notes in-call and supporting structured data entry in real time, removing the need for agents to split attention between the conversation and manual input
- EverAssist Summarization: Automates after-call wrap and case documentation, reducing the time between interactions without adding to agent cognitive load
- EverAssist Ask: Provides real-time guidance on policy and claims questions during live interactions, eliminating the need to pause a call to search for information manually
The most significant single improvement came from a custom prompt developed in partnership with the client, designed specifically to reduce information lookup time during calls. That level of specificity — building to the client’s exact workflow rather than deploying a generic solution — was central to the speed and scale of the impact.
Results
15%
AHT reduction
30 days
to measure impact
90 CSAT
Within 30 days of deployment, average handle time fell from 12 minutes to 10 minutes 12 seconds — a 15% reduction achieved without adding training overhead, without workflow disruption, and with absolutely no change to CSAT scores.
Across an operation of 150 agents handling claims at volume, a reduction of nearly two minutes per interaction is a sizeable shift in cost per interaction, which was precisely what the client set out to achieve.
The quality of the experience held. Agents reported a positive response to the tooling, and the reduction in manual lookup and documentation work has measurably reduced the learning curve for new hires.
The impact has been so significant that the client is actively working to expand the solution to other parts of its operation, with plans to adopt EverAssist Dictation as a direct replacement for its current third-party transcription service.