Executive Summary

A major US call center that helps Americans sign up for Medicare and Affordable Care Act health plans turned to Leaping AI to fix their enrollment process. Our voice AI solution now handles over 5,000 calls daily, cuts down on wasted agent time, and works perfectly even during the busiest enrollment periods.

About the Call Center

This call center focuses on health insurance enrollment services across the United States. They connect Americans with Medicare and Affordable Care Act health insurance options.

The center works with licensed insurance agents who help customers select and sign up for the right health plans.

The Challenge

The call center faced four main problems that made their work difficult:

1. Too many calls at once: During open enrollment periods, call volumes would spike to unmanageable levels.

2. Wasted agent time: Licensed agents spent most of their day on basic screening calls instead of helping qualified customers.

3. Strict rules to follow: Health insurance has complex compliance requirements that every call must meet.

4. Cost problems: The center paid skilled agents high hourly rates but used their time on simple screening tasks.

Basically they needed a way to handle the first few minutes of every call so the agents could focus on what they do best – helping qualified customers pick the right plans.

The Solution: Leaping AI's Voice Technology

After a careful review of their needs, we built a custom AI call center solution with these key features:

1. AI-Powered Pre-Qualification

We created voice AI agents that ask initial screening questions to check if callers qualify for specific insurance programs.

The AI collects key information like:

• Age and location

• Income details

• Current insurance status

• Basic health needs

2. Rules-Compliant Conversations

Our system follows all healthcare regulations with:

• Required disclosures at the right moments

• Proper data collection methods

• Secure information handling

• Consistent language for compliance

3. Smart Handoff to Human Agents

The voice AI sends only qualified leads to human agents with:

• Complete caller information already collected

• Notes on qualification status

• Seamless call transfers

• Zero wait time for qualified customers

👉 Learn more on how voice AI transfers calls to humans

4. Flexible Call Volume Handling

The system scales up or down based on call volume:

• Handles thousands of calls at the same time

• No wait times even during peak periods

• Consistent high quality regardless of time of day

• No added costs during busy enrollment seasons

How We Set It Up

The rollout happened in four simple phases:

1. Analysis: We studied their call patterns and identified the exact pre-qualification steps needed.

2. Build: Our team created custom voice AI agents that matched their exact workflow.

3. Test: We ran small-scale tests to make sure the system worked perfectly.

4. Launch: We rolled out the full system with careful monitoring and quick adjustments.

Results and Benefits

After a year of use, the call center reports these clear benefits:

1. Massive Call Volume Management

The system now processes over 5,000 calls daily without any issues. This includes handling all initial screening and pre-qualification steps.

2. Better Use of Agent Skills

Licensed agents now spend almost all their time on high-value activities:

• They talk only to qualified customers who need their expertise

• Each agent closes more deals per day

• Agent job satisfaction improved as they focus on more meaningful work

3. Perfect Performance During Peak Times

The voice AI system maintained 100% uptime during the busiest enrollment periods when call volumes tripled.

4. Cost Savings

The call center cut costs in multiple ways:

• Reduced agent hours needed per enrollment

• Lower cost per acquisition for new customers

• Less need for seasonal hiring

• Faster call resolution times

👉 Read our blog post on how much money customer service departements can save with voice AI.

5. Time Savings

The voice AI saved an average of 4 minutes per call by handling initial screening. With thousands of calls per day, this adds up to hundreds of agent hours saved.

What's Next

The call center plans to expand their use of Leaping AI voice technology:

• Add outbound calling for appointment reminders

• Create specialized AI agents for different insurance programs

• Integrate post-enrollment support

• Add multi-language support for Spanish-speaking customers

About Leaping AI

Leaping AI makes voice AI technology that helps call centers cut costs and improve customer service. Our AI call center solutions can handle up to 70% of customer calls while keeping 90% customer satisfaction.

With human-like voices, quick responses (under 2 seconds), and systems that get better over time, our AI agents help businesses across many industries provide excellent customer service at a lower cost.

Want to learn how our voice AI can transform your call center?

👉 Book a free personal voicebot demo today and experience Leaping AI in action.