Old Mutual, a key player in the South African insurance industry, aimed to revolutionize its customer engagement strategy. Their challenge was to find a seamless omnichannel communication platform powered by AI, automate Quality Assurance (QA) processes, and scale customer interactions effectively without increasing costs.

Facing the issues of fragmented communication channels and the need for consistent, personalized service, Old Mutual sought an advanced technology partner. They chose ConnexAI for its comprehensive suite of AI communication tools, including Athena AI and AI Agents, to drive innovation and lead the way in the insurance sector.

Transforming CX with intelligent automation

By implementing ConnexAI's platform, Old Mutual eliminated the inefficiencies of disconnected systems, enabling seamless engagement across multiple channels. The integration of AI-driven automation streamlined tasks and allowed agents to focus on more complex and value-adding conversations. Notably, the deployment of AI Agents significantly increased customer contacts, providing scalable engagement without escalating operational costs. Quality AI's real-time analytics and automated QA processes provided 100% coverage of customer interactions, ensuring consistent quality and identifying areas for improvement.

Old Mutual also improved customer satisfaction by using AI Voice to provide personalised service. In addition to increasing efficiency and scalability, ConnexAI's solutions position Old Mutual for future innovation and industry leadership in the insurance industry. The successful partnership has demonstrated the transformative power of AI in enhancing customer engagement and operational excellence within the financial services sector.