California Casualty Hires Amelia to Improve Customer Service for Auto and Home Insurance

Jul 14, 2021

Leading auto and home insurance company integrating Conversational AI into front-end support.

Amelia, the leading Conversational AI platform, today announced that California Casualty (CalCas), a trusted auto and home insurance provider for educators, higher education employees, firefighters, law enforcement, nurses, and United MileagePlus members, is integrating Amelia’s market-leading solution into its front-end customer support services. With this deployment, Amelia will handle customer support requests ranging from billing administration to early claims processing while enabling the company to extend its customer support hours to around-the-clock service.

During the initial pilot of Amelia, CalCas will leverage Conversational AI to help customers submitting their First Notice of Loss to begin the claims process. After a successful deployment, CalCas plans to expand Amelia to handle an additional range of front-end customer support inquiries, such as billing support and administrative policy queries.

CalCas is also looking to integrate Amelia into their FAQ domain. Amelia is built using advanced Machine Learning and programmed with Natural Language Processing software, so she can understand the intent and parameters of customer questions, directly addressing questions and troubleshooting administrative problems.

This deployment will also free up valuable time for CalCas customer support specialists. At present, those employees handle complex customer support tasks, especially in claims processing, that often get delayed due to an influx of simple client requests that specialists must also handle concurrently. With Amelia directly taking these requests 24/7, CalCas employees can focus on more challenging customer issues.

Jim Kauffman, SVP of Claims for CalCas, said: “With customers in 44 states across multiple time zones, extending the hours for our customer service hotline will improve our members’ experience. Amelia will enable us to offer a 24/7 option to handle basic requests. Additionally, with Amelia offering front-end customer service support, our specialists will have more time to focus on complicated claims processing requests, expediting overall processes, and helping the American Heroes we serve.”

Chetan Dube, CEO of Amelia, said: “Conversational AI continues to transform the insurance industry, enabling service representatives to process claims more efficiently by freeing them from the mundane. Already, Amelia has allowed CalCas to streamline the administrative process by commencing claims requests, and this new deployment will further benefit the company with Amelia handling a broader range of tasks.”

About California Casualty

Founded in 1914 and headquartered in San Mateo, CA, with Service Centers in Arizona, Colorado and Kansas, California Casualty provides auto and home insurance to educators, higher education employees, firefighters, law enforcement, nurses and United MileagePlus members across the country. To learn more about California Casualty, or to request an auto insurance quote, please visit www.calcas.com or call 1.800.800.9410.

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About Amelia
Amelia combines the ability to address a variety of use cases — including customer service, HR support, marketing, and IT helpdesk — with its ability to function across channels, including voice, thereby providing customers with an [Intelligent Virtual Agent] solution fit for multiple business needs.