The Challenge
What Meridian Insurance Group Was Facing
Meridian needed separate AI voice agents for new business enquiries, renewals, and claims — three completely different conversation requirements and compliance configurations — but managing multiple vendor relationships was operationally expensive.
The Solution
What We Built
We deployed three specialised voice agents on a single platform with unified CRM integration, shared analytics, and centralised compliance management. Cross-agent routing was implemented for calls that crossed function boundaries.
Results
Measurable Outcomes
✓First-call resolution improved from 52% to 84% across all lines
✓Integration complexity reduced by 70% — one CRM connection for all agents
✓Agent management overhead reduced by 60% vs separate deployments