What was the impact of the AI solution?

The article states a 33% reduction in average handle time and 3.5 minutes saved per call. It also says the company fields more than 500 calls every day and that the solution opened doors to expand process automation.

Source

GCPProductionEvidence: Medium65/100

Definity Case Study

Use case typeContact center modernizationUpdated Jan 1, 2024

Definity worked with Deloitte to deploy Google Cloud call center technology and generative AI in the contact center to improve customer experience and efficiency. The implementation automated call summaries, conversation authentication, and speech analytics while using Dataflow, Google Cloud DLP, Vertex AI, and Dialogflow CX.

Organization: Definity Financial Corporation
Industry: Insurance
Location: Canada
Published: January 2024

Reported outcomes

500 calls/day

calls fielded per dayOther quantified impact

−33%average handle time3.5 minutes/calltime saved per call

Strategic outcomes

Customer experience & trustImproved customer service and reduced wait timesEmployee experienceImproved employee engagementOther strategic outcomeEnabled expansion of process automationCost efficiencyStreamlined call center operations

Why do we believe this?Outcome claims, sources, and evidence checks

Normalized claim

Average handle time: 33% decrease

Google Cloud Customer StoriesJan 1, 2024Customer storyExplicit claimMedium evidence strength

"Saves upwards of 3.5 minutes per call, or 33% of average handle time per interaction"

Normalized claim

Time saved per call: 3.5 minutes/call decrease

Google Cloud Customer StoriesJan 1, 2024Customer storyExplicit claimMedium evidence strength

"Within about a month, we cut the time agents spend on each call by three and a half minutes."

Normalized claim

Calls fielded per day: 500 calls/day increase

Google Cloud Customer StoriesJan 1, 2024Customer storyExplicit claimMedium evidence strength

"Since we field more than 500 calls every day"

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: Definity Financial Corporation
Provider: GCP
Maturity: Production
Linked source: Google Cloud Customer Stories

Deployed Dialogflow CX for virtual agent authentication and customer service

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 3

1Contact center modernization
2Conversational analytics
3Workflow automation

Contact center agents spent several minutes manually writing summaries and authenticating callers, limiting throughput and employee engagement.

Built AI-based call summaries and speech analytics on Dataflow, Google Cloud DLP, and Vertex AI.
Deployed Dialogflow CX for virtual agent authentication and customer service.

Technologies

Contact Center AI Dialogflow CX Dataflow Google Cloud DLP Vertex AI BigQuery

The article states a 33% reduction in average handle time and 3.5 minutes saved per call.
It also says the company fields more than 500 calls every day and that the solution opened doors to expand process automation.

Architecture

Deloitte and Definity built an AI-based call summary and speech analytics workflow on Google Cloud using Dataflow for ingestion and transcription processing, Google Cloud DLP for moving transcriptions, Vertex AI for extraction and summary generation, and Salesforce for storage. Definity also used Dialogflow CX to streamline virtual agent authentication and customer service.

Sources & evidence1

Evidence: Medium65/100Evidence strength