Case Study: Swiss Life replaces touch-tone IVR with a Parloa AI phone agent
Key results
The challenge
Swiss Life's phone support relied on outdated touch-tone IVR technology that limited how callers could reach services. The rigid system created bottlenecks for employees trying to route callers to the right specialists, particularly during peak call volumes.
The solution
Swiss Life deployed Parloa's conversational AI platform to replace the traditional IVR, enabling intelligent routing based on caller intent. The setup allowed more flexible distribution of expert knowledge across the service center.
“The challenge was to create routing logic as individual as our support and as agile as our mindset. We achieved this with Parloa.”
TSTom SchneiderProcess and Project Management Officer, Swiss Life Germany
The results, in context
The AI agent reached 96% routing accuracy and resolved calls 60% faster. In post-call surveys, 73% of respondents rated the phone agent 4 or 5 out of 5. Figures are quoted from Parloa's published Swiss Life story and dated to the date of review.