Turning Customer Conversations into a Competitive Advantage
In the competitive world of insurance, customer experience and speed of response often determine whether a policy is won or lost. Kin Insurance recognized that to maintain its direct-to-consumer advantage, it needed to scale customer communication efficiently – without sacrificing personalization or cost control.
After early trials with another AI vendor yielded inconsistent results, Kin partnered with Bland AI to explore whether enterprise-grade Voice AI could improve customer engagement, accelerate response times, and reduce dependence on offshore BPO resources – all while preserving the human touch that defines Kin’s brand.
The Challenge: Scaling Personalized Communication Efficiently
Kin’s operations team faced three key challenges:
- High BPO costs from outsourced service teams.
- Mixed performance from prior automation vendors that required months to reach production quality.
- Limited bandwidth to manage rising volumes of customer inquiries, leading to slower response times and missed opportunities.
The company needed a way to automate routine conversations, provide timely responses, and route only complex cases to human representatives – all without compromising experience or compliance.
The Solution: Voice AI That Sounds Human and Handles Volume
Kin ran a Paid Proof of Concept (POC) with Bland AI, leveraging its next-generation Voice AI platform to handle high-volume, repetitive customer interactions.
Bland’s system enabled Kin to build, test, and optimize multiple agent variants — each designed for specific conversation types and customer needs – across both English and Spanish-speaking audiences.
Key features included:
- Intelligent routing that passed high-priority interactions directly to human agents with full conversational context.
- Rapid deployment, achieving production-level performance within 3-4 weeks (compared to over six months with another AI vendor).
- Multilingual support, with Spanish-language agents launched within hours.
- Omnichannel expansion, adding SMS capabilities for proactive reminders and follow-ups.
- Real-time transcript analytics that delivered faster, more accurate insight into customer needs and agent effectiveness.
See the Results for Yourself.
Reduce response times, enhance engagement, and scale with ease.