Unlocking insights and enhancing customer service: Intact’s transformative AI journey with AWS

Intact Financial Corporation is the leading provider of property and casualty insurance in Canada, a leading provider of global specialty insurance, and a leader in commercial lines in the UK and Ireland. Intact faced a challenge in managing its vast network of customer support call centers and required a workable solution within 6 months and long-term solution within 1 year. With up to 20,000 calls per day, the manual auditing process was inefficient and struggled to keep up with increasing call traffic and rising customer service expectations. Quality control agents had to manually pick calls to audit, which was not a scalable solution. To address this, Intact turned to AI and speech-to-text technology to unlock insights from calls and improve customer service. The company developed an automated solution called Call Quality (CQ) using AI services from Amazon Web Services (AWS). The implementation of CQ allowed Intact to handle 1 ...