Increase flexibility and cost
effectiveness of voice self-service

Helping BGL to create a dynamic self service offering on the phone channel that will reduce cost and improve customer experiences

• Budget Insurance is a leading digital distributor of insurance and household financial services. It supports operations for multiple own and white-labelled brands plus the price comparison site Compare the Market.
• Digital service delivery had always been a big focus but customer contact demand via the phone channel remains significant. The existing self service capability was limited to customer identification and changes were costly.
• Humanotics was engaged to find a better solution that would exploit the AIpowered advances in natural language understanding and the pay per use capabilities of so-called ‘Communication Platform as a Service’ (CPaaS) offerings.
• We led a rapid vendor selection exercise and a successful proof of value pilot using Google Contact Centre AI and Twilio telephony. The flexibility and cost effectiveness of the solution has been proven and the business case moving forward for full deployment.

We continue to support the delivery