For Telesure Investment Holdings (TIH), a group stewarding multiple major insurance brands, staying ahead means continuously innovating in how they engage and support customers. When their previous provider failed to keep pace with evolving technology, TIH sought a more advanced, future-ready solution. That search led them to ConnexAI.

ConnexAI's platform offered a unified environment for customer interaction, paired with powerful AI solutions designed to streamline operations and modernize CX delivery. With cutting-edge features like real-time analytics, AI-powered agents, and customizable voice personas, TIH quickly began reaping the benefits of a more agile and intelligent engagement model.

Conversational AI That Scales with Service

With ConnexAI, TIH introduced 24/7 AI Agents to their policy servicing department, drastically increasing availability and consistency. These agents handle general queries and transactional tasks without human intervention, ensuring customers receive efficient and friendly service at any time. The implementation of 'Rachel', their AI Voice assistant, offered brand-personalized interactions so natural that many customers didn’t realise they weren’t speaking to a person.

The adoption of AI Guru, a real-time agent assistant akin to "ChatGPT for CX," empowered frontline staff with instant access to accurate information. Enhanced further by live listening and contextual awareness, AI Guru equipped agents to sound more confident and professional while speeding up their response times.

Real-Time Articial Intelligence and Omnichannel Continuity

ConnexAI’s analytics platform Quality transformed TIH's approach to quality assurance. Instead of sampling calls manually, they now analyse every interaction in real time—identifying trends, tracking keywords, and surfacing service gaps with precision. This comprehensive visibility has significantly elevated QA standards across all TIH brands.

At the same time, ConnexAI's omnichannel platform centralised every customer interaction, enabling customers to move fluidly between WhatsApp, voice, and digital channels without losing context. Agents are always equipped with a full view of the customer journey.

With ConnexAI’s responsive support and evolving capabilities, TIH has gained not only clarity in day-to-day operations but also a strategic advantage—positioning AI as a core driver of their future-facing customer engagement strategy.