{"id":15474,"date":"2023-04-28T11:26:47","date_gmt":"2023-04-28T09:26:47","guid":{"rendered":"https:\/\/www.tolk.ai\/blog-chatbot\/non-classe\/how-cgrm-achieved-an-18-75-increase-in-answer-rate-during-peak-periods"},"modified":"2026-02-18T10:57:13","modified_gmt":"2026-02-18T09:57:13","slug":"how-cgrm-achieved-an-18-75-increase-in-answer-rate-during-peak-periods","status":"publish","type":"post","link":"https:\/\/www.tolk.ai\/en\/blog-chatbot\/business-cases\/how-cgrm-achieved-an-18-75-increase-in-answer-rate-during-peak-periods","title":{"rendered":"How CGRM achieved an +18.75% increase in answer rate during peak periods?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"15474\" class=\"elementor elementor-15474 elementor-12551\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4a1ee35d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4a1ee35d\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7faba126\" data-id=\"7faba126\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-225b1ddc elementor-widget elementor-widget-text-editor\" data-id=\"225b1ddc\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"background-color: #ffffff00;\">CGRM, a health and welfare management broker, was facing a significant increase in call volume. This situation led to longer waiting times and a decrease in customer satisfaction. Despite the involvement of 20 call center agents based in Dunkerque, the teams struggled to maintain an optimal answer rate during peak periods.  <\/p>\n<p><\/p>\n<p><\/p>\n<p><\/p>\n<p><\/p>\n<p>To address this challenge, CGRM chose to deploy an <strong data-start=\"1696\" data-end=\"1733\">insurance call center chatbot<\/strong> with the support of <strong data-start=\"1759\" data-end=\"1793\"><a class=\"decorated-link\" href=\"https:\/\/www.tolk.ai\/en\" target=\"_new\" rel=\"noopener\" data-start=\"1761\" data-end=\"1791\">tolk.ai<\/a><\/strong>. The objective was clear: to relieve congestion at the call center and offer an additional contact channel to policyholders. <\/p>\n<p><\/p>\n<p><\/p>\n<p><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a7250a6 elementor-widget elementor-widget-video\" data-id=\"a7250a6\" data-element_type=\"widget\" data-settings=\"{&quot;youtube_url&quot;:&quot;https:\\\/\\\/youtu.be\\\/Ydz1ESKbhCs&quot;,&quot;video_type&quot;:&quot;youtube&quot;,&quot;controls&quot;:&quot;yes&quot;}\" data-widget_type=\"video.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-wrapper elementor-open-inline\">\n\t\t\t<div class=\"elementor-video\"><\/div>\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-712029a elementor-widget elementor-widget-text-editor\" data-id=\"712029a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><\/p>\n<p><\/p>\n<p><\/p>\n<p><\/p>\n<p><\/p>\n<h2 data-start=\"1910\" data-end=\"2254\">Initial Feedback<\/h2>\n<p data-start=\"1910\" data-end=\"2254\">The chatbot implementation was swift. The teams trained the bot with scenarios tailored to CGRM customer needs. The chatbot answers frequently asked questions and directs more complex requests to a human agent. Concurrently, six call center agents were trained in live chat to ensure seamless service continuity.   <\/p>\n<p data-start=\"1910\" data-end=\"2254\"> <\/p>\n<h2 data-start=\"1910\" data-end=\"2254\">Assessment and Outlook<\/h2>\n<p data-start=\"2256\" data-end=\"2538\">Today, the results have exceeded expectations. In one month, the chatbot generated over <strong data-start=\"2336\" data-end=\"2360\">13,000 conversations<\/strong>, compared to the initially projected 2,000. This rapid adoption has freed up time for call center agents, who can now focus on high-value cases.   <\/p>\n<p data-start=\"2540\" data-end=\"2739\">Thanks to this organization, CGRM maintained an <strong data-start=\"2587\" data-end=\"2615\">answer rate of 95%<\/strong>, even during peak activity. The remaining 5% are redirected to live chat, which limits customer frustration. <\/p>\n<p data-start=\"2540\" data-end=\"2739\"> <\/p>\n<p data-start=\"2741\" data-end=\"3008\">Finally, <strong data-start=\"2760\" data-end=\"2784\">tolk.ai&#8217;s Analytics<\/strong> solution allows CGRM to monitor chatbot performance, identify the most frequently asked questions, and continuously improve customer journeys. This data-driven approach sustainably enhances customer service efficiency. <\/p>\n<p><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>CGRM, a health and welfare management broker, was facing a significant increase in call volume. This article details their AI project to address this issue. <\/p>\n","protected":false},"author":1,"featured_media":15482,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[92],"tags":[93],"class_list":["post-15474","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-cases","tag-insurance"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>CGRM achieved an +18.75% increase in answer rate during peak periods<\/title>\n<meta name=\"description\" content=\"Discover how CGRM achieved an +18.75% increase in answer rate during peak periods thanks to our automation and live chat solutions.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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