How BGL Group extended self-service capabilities to phone with AI

How BGL Group extended self-service capabilities to phone with AI

How our call-centre AI solution helped BGL Group to better understand customer intentions and provide self-service through the voice channel.

The Challenge

Growing your customer base means every year you need to increase the capacity of your customer service team to deliver a high quality customer experience. To do this, BGL Group had invested in digital channels to provide customers with alternative ways to access their policies and complete transactions.

The Solution

Our process started with the deployment of Airline, a Customer Service Automation bundle that uses Google CCAI for automation and Twilio Flex contact centre platform to handle calls.

The Results
  • A rich dataset of customer intents that supported the business case for automation and allowed the team to focus on value driving use cases. For example, we had found that 1.5% of the calls to BGL Group customer services were about roadside assistance, not insurance
  • A clear understanding for the business of what value can be created from delivering automated journeys through the voice channel and a strategic plan on how to deliver it
  • A designated model office team to rapidly prototype and validate assumptions around automation
  • Multi-modal customer journeys (voice and SMS) to validate a hypothesis that customer could easily and efficiently be shifted from one channel to another to more quickly resolve their query
Sign up for our Newsletter

Relevant solutions


Voice Automation

From taking payments to entire conversations, the latest intuitive technology makes self-service easier, from start to finish.

Powered by

Start your journey with Sabio
If you're interested in developing more efficient and effective
customer experience for your business, our team of experts it always on hand to help.
Get in touch
Did you know?
Sabio is Spanish for 'wise', and is associated with King Alfonso X 'El Sabio' (1221-1284).
The name Sabio reflects the importance we place on the quest for knowledge, achievement and embracing the benefits of the diversity.
Discover more about Sabio