Improve First Call Resolution (FCR) Rates

Resolving a customer's issue on the first contact (FCR) is a key metric for service efficiency and satisfaction. LLMs contribute to higher FCR by empowering both chatbots (to handle more queries end-to-end) and human agents (by providing quick access to information and solutions). By resolving issues faster and more accurately on the first try, insurers reduce repeat contacts and improve CX. Some insurers have seen FCR improvements of 3.5% or more.