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Speech AI
Voice Triage Platform
Real-time call triage that routes 12,000 daily claims calls to the right team in under two seconds.
- Client
- European insurance group
- Year
- 2026
- Technology
- Next.jsPythonWhisperPostgreSQLAzure
Overview
The client handled thousands of claims calls a day through a menu-driven phone system that frustrated callers and still required an agent to re-ask every question. Average handling time was climbing and the first-contact resolution rate was falling.
We replaced the menu with a speech layer that listens to the opening sentences of a call, classifies intent and urgency, and hands the conversation to the right specialist along with a structured summary. Agents now start the call already knowing why the customer is ringing.
What we built
- Streaming transcription with domain-tuned vocabulary for insurance terminology
- Intent and urgency classification in under two seconds of speech
- Automatic case summary written into the existing CRM before the agent answers
- Fallback routing that never leaves a caller stranded when confidence is low
- Full audit trail and GDPR-compliant retention controls
Have something similar in mind?
Tell us about your workflow and we will show you what can be automated.