Insurance
Insurance: FNOL triage shortened claim cycles 17%
Automated triage and routing at FNOL increased adjuster efficiency and CX.
Outcomes
17% shorter cycles
Higher NPS
Fewer handoffs
Approach
- Triage rules + ML
- Document extraction
- Queue routing
- CX updates
Key Metrics
Cycle time
-17%
Handoffs
-23%
NPS
+6