inbound case study
Insurance agency routed quote and claim calls without a phone tree
A smart routing workflow identified whether callers needed a new quote, policy support, claim help, or billing assistance.
Workflow outcome
Hexagon CX asked why the caller was reaching out, classified the call as quote, claim, billing, or policy service, and prepared a routing summary for the correct team.
Key takeaways
- Insurance calls often need intent routing before qualification.
- Natural-language routing can replace rigid IVR choices.
- Capturing context before transfer reduces caller frustration.