Cancel calls went to general agents, no retention playbook. AI revealed what worked in the rare wins — a team was built on those techniques.
One of Brazil's largest insurers, with a contact center of more than 400 agents handling roughly 75,000 calls per month.
Every customer selecting 'Cancel Policy' in the IVR was routed to a general support team with no retention strategy, leaving the cancellation...
“SuccessKPI AI enabled us to discover what traditional quality monitoring could never reveal. By identifying our highest-performing retention behaviors and transforming those insights into a specialized operation, we dramatically improved customer retention and protected significant business revenue in only two months.”
MAPFRE Brazil's Customer retention is part of this use case:
Related implementations across industries and use cases
With 96% of calls unreviewed, recurring patterns took months to surface. Now every call is evaluated for agent tone, empathy, and sentiment.
Staff could only manually review 1% of customer calls. Now, AI analyzes every transcript to automatically flag churn risks.
Vague surveys hid why 360K members called. Managers now use AI to analyze every conversation, score agents, and train support chatbots.
With 96% of calls unreviewed, recurring patterns took months to surface. Now every call is evaluated for agent tone, empathy, and sentiment.
Staff could only manually review 1% of customer calls. Now, AI analyzes every transcript to automatically flag churn risks.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
Cancel calls went to general agents, no retention playbook. AI revealed what worked in the rare wins — a team was built on those techniques.
One of Brazil's largest insurers, with a contact center of more than 400 agents handling roughly 75,000 calls per month.
Every customer selecting 'Cancel Policy' in the IVR was routed to a general support team with no retention strategy, leaving the cancellation...
“SuccessKPI AI enabled us to discover what traditional quality monitoring could never reveal. By identifying our highest-performing retention behaviors and transforming those insights into a specialized operation, we dramatically improved customer retention and protected significant business revenue in only two months.”
MAPFRE Brazil's Customer retention is part of this use case:
Related implementations across industries and use cases
With 96% of calls unreviewed, recurring patterns took months to surface. Now every call is evaluated for agent tone, empathy, and sentiment.
Staff could only manually review 1% of customer calls. Now, AI analyzes every transcript to automatically flag churn risks.
Vague surveys hid why 360K members called. Managers now use AI to analyze every conversation, score agents, and train support chatbots.
With 96% of calls unreviewed, recurring patterns took months to surface. Now every call is evaluated for agent tone, empathy, and sentiment.
Staff could only manually review 1% of customer calls. Now, AI analyzes every transcript to automatically flag churn risks.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.