A commercial insurance brokerage deployed our AI Call Analyst agent to analyse live customer interactions. Within the initial deployment, the system identified sales opportunities in over a third of all calls - delivering qualified leads to the commercial team within minutes, at a scale impossible through manual review.
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Key Outcomes
The Challenge
Traditional quality assurance might review 10-15 calls per week manually. That's a tiny fraction of all customer interactions - meaning the vast majority of revenue opportunities, compliance issues, and coaching moments go completely undetected.
For this insurance brokerage, cross-sell opportunities were mentioned in calls but never followed up. Compliance gaps weren't discovered until audits. Handler performance varied widely with no systematic way to identify who needed coaching or who was excelling.
Manual QA covers only a tiny fraction
Cross-sell and upsell mentions missed entirely
Issues discovered too late, during audits
Handler performance unmeasured at scale
The Solution
We deployed an AI Call Analyst that automatically analyses every customer interaction. It doesn't just transcribe - it understands context, identifies opportunities, scores quality, monitors compliance, and delivers actionable intelligence within minutes of each call.
From conversation to actionable intelligence, fully automated
Automatically identifies and categorises sales opportunities across every touchpoint. Qualified leads delivered within minutes of each conversation.
Every call scored automatically. Identifies top performers for benchmarking and flags handlers needing coaching - with specific, actionable examples.
Tracks data protection verification and regulatory requirements. Identifies gaps before they become issues, with specific call references for targeted training.
Monitors for product mentions matching your portfolio. Flags conversations where Cyber, D&O, or specialist cover naturally arise - prime cross-sell candidates.
Revenue Intelligence
A commercial client raised a complex query about uninsured working expenses. The handler researched, revised the quote with adjusted figures, and sent updated documents. Customer accepted - converting a technical query into completed renewal business.
A customer's payment failed due to unexpected expenses. The handler negotiated a 7-day extension whilst keeping the policy active. Converted a potential cancellation into retained business.
The agent flagged an interaction where both Cyber and D&O insurance were mentioned - a prime cross-sell candidate immediately marked for the commercial team.
The Results
Sales opportunities identified and tracked with conversion metrics - no more guessing what's in the pipeline
40% positive, 51% neutral, 8% negative - with specific examples for each category
61% non-compliant on data protection - now flagged with specific calls for targeted training
43% high quality, 47% medium, 10% flagged for coaching - with exemplar calls for training
This represents a fundamental shift from reactive call review to proactive commercial and operational intelligence - analysing every interaction automatically instead of 10-15 per week.
The agent identified sales opportunities in over a third of all interactions - delivering qualified leads to the commercial team within minutes of each conversation, at a scale and speed impossible through manual call review. We're now seeing revenue that was previously invisible.
Leadership
Executive Chairman & Co-founder
Award-winning technology entrepreneur who has provided technology services to clients ranging from SMEs to FTSE-100 companies across sectors from retail to defence.
pierslinney
CEO & Co-founder
Combined expertise in technology and clinical fields. Experienced innovator in deploying exponential technologies during platform shifts.
aalokshuklaDeploy an AI Call Analyst on your own customer interactions and start surfacing revenue intelligence, compliance insights, and coaching opportunities from day one.
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