Automation and savings
in the insurance industry

AI Contact Center is an integrated customer communication center. Unlike traditional systems that focus on telephony, AICC combines all key contact channels—phone, email, chat, SMS, and social media—into one cohesive tool. This gives consultants access to the full history of customer interactions, regardless of how the customer previously contacted them. This translates into a reduction in service time by up to 45% and a higher number of cases resolved on first contact (FCR increase of up to 40%). The system also uses automation, such as voicebots and chatbots to handle simple queries, and intelligent routing, which directs requests to the best available agent.

AI Case Management is not a CRM system, but it is an excellent complement to it. CRM systems focus on managing customer relationships and data, while AICM specializes in managing multi-stage processes and cases (so-called tickets) that require action on the part of the company. It is an ideal tool for back-office departments, service centers, and complaint and request handling. The system organizes workflow, automatically assigns tasks to the right people, monitors deadlines (SLA), and ensures that no case is overlooked. Implementing AICM can increase the number of cases handled per employee by up to 30% and raise the on-time task completion rate from 70% to 95%.

The revolution consists in moving from manual and random quality control to fully automated analysis of 100% of all customer interactions. In a typical contact center in Poland, less than 5% of calls are manually evaluated, which gives a very limited picture of the actual quality of service. AIQM analyzes all calls, verifying them for compliance with the script, use of required phrases, and even analyzing the sentiment of statements. It works up to 150 times faster than humans, with 92% accuracy, eliminating subjectivity and human error. This provides managers with objective data in near real time, allowing them to train teams and improve quality on an ongoing basis, rather than relying on a small, random sample of conversations.

The SARA system has been designed for companies that provide mass services and face the challenge of timely debt recovery. It is an ideal solution for finance and debt collection departments. SARA automates soft debt collection processes, relieving employees of the need to manually monitor payments and contact debtors. The system automatically sends payment reminders through various channels, such as SMS, email, or voice calls, in accordance with the established strategy. It also allows for the segmentation of debtors and the use of different contact scenarios depending on the group. Another key feature is full integration with the National e-Invoice System (KSeF) and ERP systems, which ensures data consistency and streamlines settlement processes.

Parrot AI acts as an intelligent assistant whose purpose is to support and relieve medical staff, not to replace doctors. The final medical decision always rests with a specialist. Parrot AI’s main task is to automate repetitive and time-consuming administrative tasks. In the registration area, voicebots and chatbots can handle multiple patients simultaneously, conducting initial interviews with them. For doctors, the system offers automatic transcription of visits and support in completing medical documentation. This allows doctors to focus fully on the patient rather than on formalities, which improves the quality of care and patient satisfaction, as patients spend less time waiting in queues.