CED, a leading managed claims provider, was able to strategically shift the way it handles 600,000 cases yearly.
CED is a leading Managed Claims provider in the insurance industry, dedicated to upholding exceptional customer service standards. With a commitment to efficiency and accuracy, they handle a substantial volume of claims and inquiries, ensuring swift responses that maintain the trust and satisfaction of their clients.
Imagine receiving 600,000 emails every year—that's over 1,600 emails each day. For CED, a leading Managed Claims provider in the insurance industry, this wasn't just a statistic—it was their daily reality. Each email represented a client reaching out for assistance, whether to file a claim, ask a question, or seek guidance. Managing this immense volume was essential to maintaining the high level of customer service that CED prides itself on.
Despite their dedicated team's hard work, manually processing and categorizing such a vast number of emails was becoming increasingly challenging. Employees spent countless hours sorting through messages, trying to prioritize urgent requests and ensure timely responses. This manual process was not only time-consuming but also placed a significant strain on staff resources.
The impact was twofold:
CED was committed to staying ahead in a rapidly evolving industry. They understood that embracing innovation was key to enhancing efficiency and maintaining their reputation for excellent customer service. However, previous attempts to automate their email processing with other technologies hadn't yielded the desired results. The solutions either lacked the sophistication required or didn't integrate well with their existing systems.
"As an insurance service provider, we want to continuously innovate and be at the forefront of technology," shared François Goffinet, the CEO of CED. "Missing the boat of AI for us is accepting to miss the boat of efficiency and our ability to focus our staff on customer service."
They faced a significant question: How could they effectively manage this overwhelming volume of emails while freeing their employees to do what they do best—serve their customers?
CED needed a solution that was not only powerful and reliable but also scalable and easy to implement. They were looking for a solution that could understand their unique challenges and provide a tailored approach to overcome them.
When CED set out to tackle their overwhelming email volume, they knew they needed more than just a temporary fix—they needed a transformative solution that could seamlessly integrate into their operations and scale with their growth. That's when they discovered DeepOpinion's agentic automation platform.
From the very beginning, the DeepOpinion team took a personalized approach and invested significant time upfront to understand CED's specific challenges and business goals. The teams collaborated closely, discussing the intricacies of CED's email processes, the types of inquiries they received, and the pain points that were slowing them down.
CED was particularly intrigued by how DeepOpinion's platform could handle vast amounts of data effortlessly. The platform achieved high straight-through processing (STP) rates, reaching up to 93%. This meant that the large majority of CED’s emails could be processed automatically, drastically reducing the need for manual intervention and significantly cutting down operational costs.
One of the standout features for CED was the multi-agent engine within DeepOpinion's platform. This innovative technology allowed multiple AI agents to work collaboratively, much like a well-coordinated team, to handle complex reasoning tasks with remarkable accuracy. Emails weren't just being sorted; they were being understood and classified correctly, even when the content was nuanced or complicated.
Additionally, the platform utilized auto-transformers to automatically select and optimize the best large language models (LLMs) and data pipelines for each task. For CED, this meant they didn't have to worry about the technicalities of fine-tuning AI models. The system adapted intelligently, ensuring maximum accuracy without requiring extensive input or adjustments from their team.
Implementation being swift and user-friendly, integration seamless, and the platform equipped with a fine-grained confidence score with human-in-the-loop mechanisms, CED saw a holistic solution. It wasn't just about automating email processing; it was about providing a comprehensive platform that combined high STP rates, robust control mechanisms, and rapid deployment capabilities. This complete package addressed all of CED’s key concerns and provided a solid foundation for future growth.
The transformation at CED was nothing short of remarkable. Almost immediately after implementing DeepOpinion's platform, the company felt a significant shift in its operations. The once-overwhelming 600,000 emails per year were now being processed effortlessly. There were no more backlogs, no more delays—every customer's message was managed, processed, and classified the very same day it was received.
Employees felt the difference firsthand. Freed from the endless task of sorting through emails, they could now focus their energy on what truly mattered: providing exceptional service to their clients. Eighty percent of the staff were able to reallocate their time to customer service, diving deeper into client interactions and addressing needs more personally and promptly.
Customers noticed the change as well. Responses came quicker, and the interactions felt more personalized. In an industry where trust and timely communication are crucial, this improvement strengthened client relationships significantly.
The efficiency gains were substantial. With a success rate of over 90% in accurately processing emails, the company minimized errors and streamlined its workflows. Lead times were reduced significantly, meaning claims and questions were resolved faster. This not only improved customer satisfaction but also allowed CED to operate more effectively and focus on strategic initiatives rather than getting held back by administrative tasks.
What was perhaps most exciting for CED was the newfound ability to scale without hesitation. François Goffinet marveled at this, saying, "What remains for me mind-blowing is really the ability we've had with DeepOpinion to handle so much volume in a matter of seconds. If it had been 6 million emails, that would have been exactly the same thing." This confidence in their capacity to manage increasing volumes opened doors to growth opportunities they hadn't previously considered.
The impact went beyond just numbers and efficiency metrics; it sparked a cultural shift within the company. Embracing this innovative technology inspired a new mindset focused on continuous improvement and exploration of what's possible.
By overcoming this significant challenge, CED didn't just enhance their operations—they redefined their potential. Employees were more engaged, customers were more satisfied, and the company was positioned for future success like never before. The positive effects were felt across the entire organization, demonstrating how impactful the right solution can be when it's tailored to a company's specific needs.
In essence, the implementation of DeepOpinion's platform was a catalyst for growth and innovation at CED. It allowed them to focus on their core mission of providing outstanding customer service while confidently stepping into new opportunities for expansion and excellence in the insurance industry.
The remarkable success with DeepOpinion's platform has opened up exciting possibilities for CED. Energized by the transformation in their email processing, they're now envisioning how this technology can revolutionize other aspects of their business. François Goffinet expressed this newfound optimism, saying, "It opened new horizons to us. It showed us new ways of working, and for us, it's really the beginning of complete new avenues for the company."
Looking ahead, CED plans to deepen their embrace of AI automation to further enhance efficiency and customer service. They see potential in applying the same intelligent automation to other processes, such as end-to-end claims handling and customer inquiries. By automating these complex tasks, they aim to provide even faster and more accurate service to their clients.
CED is particularly interested in leveraging the scalability of DeepOpinion's platform. Knowing that the system can effortlessly handle increasing volumes gives them the confidence to expand their services without worrying about operational bottlenecks. They're exploring ways to integrate the platform's capabilities into new areas, ensuring that as they grow, their efficiency and service quality continue to improve.
Collaboration remains a key part of their strategy. CED values the pragmatic and results-oriented relationship they've developed with DeepOpinion. They look forward to continued partnership, working together to tailor solutions that meet their evolving needs. This collaborative approach ensures that any new implementations align closely with their business objectives and customer expectations.
It manifests clearly that CED is committed to staying at the forefront of technological innovation in the insurance industry. They recognize that adopting advanced AI solutions is crucial not just for efficiency but also for maintaining a competitive edge. By continuously innovating, they aim to set new standards in customer service and operational excellence.
In essence, the future for CED is filled with potential and excitement. They've seen firsthand how powerful the right technology can be, and they're eager to build on that success. By continuing to innovate and focus on delivering exceptional service, they're not just prepared for the future—they're actively shaping it.
