The insurance company operates in 8 US states and receives over 450,000 customer calls around the year. Over 65% of these calls are routine queries related to policy renewal, payment options, coverage details, and so on. The company wanted to transform customer-agent interactions, from being a purely transactional experience to a more efficient customer-centric engagement. The insurer wanted to provide its customers a way to access this information in an efficient manner without having to wait in line to speak to an agent.