Business Impact

  • Reduced Response Time

  • Enhanced Customer Experience

  • Enhanced Operational Efficiency

  • Generated Insights on Customer Sentiments

Customer Key Facts

  • Location : North America
  • Industry : Insurance

Problem Context

The client is a Fortune 500 Insurance company that provides supplemental insurance coverage in the workplace across various industries and was seeking to modernize their Contact Center leveraging AI/ML capabilities.



  • Voluminous historical data migration
  • Understanding accents of different callers
  • Managing variance in queries and identifying all types of topics and entities

Tools & Methods

Natural Language Processing
Named Entity Recognition
Custom keyword extraction logic
Topic Modelling
Data pre-processing


Quantiphi built an end-to-end solution for real time call analysis. It captures caller information and identifies the pain points of the Contact Center by translating, analyzing and categorizing root causes through an interactive dashboard for viewing the valuable insights. The solution also ensured live agent connection for real-time guidance and IVR/Chatbot for query resolution.


  • Dashboarding for valuable insights
  • Reduced manual effort

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