CIGNA Case Study

"SESTEK's Speech Analytics analyzed 100% of all customer‑agent calls and helped us identify areas of improvement for our agents. With the help of actionable insights, we achieved significant improvements in their performance."

Chief Operating Officer

The Challenge

Trying to monitor, analyze, and score all customer interactions is not an easy task because of the vast amount of interaction data. Cigna could only evaluate 5% of all interactions manually. They were missing a major part of the information and trying to build a training strategy with limited insight.

‍

The Solution

Using SESTEK's Speech Analytics, Cigna monitored and evaluated 100% of customer-agent interactions at its contact center. Using root cause analysis feature, they were able to pinpoint granular differences between top-performing agents and the rest. Establishing customized training sessions according to the insights provided enabled the call center to improve telesales operations significantly.

Company name

CIGNA

Company size

Enterprise

Pain point

Limited interaction analysis

Sestek product used

Analytics

About company

Cigna TR is a pension and life insurance company, which was formed in partnership with QNB Finansbank and the world’s largest insurance company, Cigna Global in 2012. Currently, the company focuses on health, life and pension insurance verticals.

Summarize with AI

More success stories from SESTEK

Ajman Bank enhances customer experience with MENA's first AI banking avatar

Ajman Bank deployed SESTEK's Agentic AI-powered Avatar across its digital and physical channels, a visual assistant that engages customers in real-time voice and visual interactions, guiding them naturally through banking transactions in Arabic and English.

Groupama Serves Customers 24/7 with GUPI The Virtual Assistant

GUPI meets 1 out of every four customer requests at Groupama. While this automation solution reduces the additional workload of the agents, it ensures customer satisfaction by providing accurate information faster.

How Hepsiburada Increased QM Efficiency at Call Center

As a leading e-commerce company in Turkey, Hepsiburada brings together more than 200 million product varieties in over 30 categories. Hepsiburada implemented SESTEK’s Automated Quality Management to improve agent performance for a customer-centric approach at the call center.

ING TURKEY Boost Sales by Agent Performance Analytics

Using Agent Performance Analytics, ING Turkey monitored and analyzed 100% of all customer conversations and gained valuable insights to improve both customer experience and agent performance.

How Yapı Kredi Classifies Customer Requests in Under 1 Second

Yapı Kredi's contact center handles 30K customer notifications every month from various service channels, and the classification of these requests done manually by the complaint management unit is not an effective task. With the implementation of SESTEK’s AI technology, this process is automated, resulting in substantial time savings for the business unit and enabling them to focus on more complex, customer-centric issues.

TEB Increased Call Completion Rates By Voice AI Agent

Formerly, a BNP Paribas Joint Venture, Turkish Economy Bank (TEB) is one of Turkey’s oldest financial institutions. TEB needed to increase the efficiency of its customer interaction center with more than 500 agents. They were looking for automation solutions to help agents with the high volume of incoming calls.

AXA Insurance Boosts Self-Service with Conversational AI

Using Conversational AI technology, AXA Turkey developed the AXA Bot, a cutting-edge self-service bot to serve its customers. The bot offers seamless and quick service on a 24/7 basis through the customers’ preferred digital channels, providing an improved experience. In addition to enhancing customer satisfaction, AXA Bot also drives efficiency by cutting operational costs by decreasing the need for live agents.