The previous chatbot was failing: limited intent recognition meant customers received incorrect answers, driving negative feedback and pushing members away from digital channels entirely. There was no path to resolving queries and claims within a single channel without escalation.

See how they solved it with Aivo by Engageware:

• 500% increase in automated query volume with 96% of interactions now receiving a direct answer
• Average support time reduced to under 1 minute, a 46% reduction from the prior baseline
• 40% increase in positive customer feedback following deployment