How AI Voice Technology Cut Customer Wait Times 50% for Irish Broker

The Breaking Point: When Traditional Service Models Fail

For decades, insurance brokers operated on a simple premise: answer the phone during business hours, or lose the client. But by early 2024, that model was crumbling under the weight of customer expectations and operational costs.

Consider the numbers:

The message was clear—digitise or fall behind.

Across Europe, insurance brokers faced a stark reality.

Yet transformation seemed daunting, expensive, and risky. Until AI voice technology changed the equation entirely.

The Traditional Broker's Dilemma

When Aoife McCarthy took over as managing director of Heritage Insurance Brokers in Cork, she inherited a 40-year-old firm with sterling customer relationships—and an outdated operational model.

"We were spending €8,400 monthly on reception staff working 9-to-5," McCarthy recalls. "Yet 42% of our calls came outside business hours. We were literally unavailable when nearly half our customers needed us most."

The problem extended beyond missed calls. Customer inquiries about policy details, renewal dates, and claims procedures consumed staff time that could be spent on complex advisory work. Response times stretched to 24-48 hours. Client satisfaction scores stagnated.

Heritage's challenge mirrored the broader industry crisis.

The sector faced mounting pressure to transform whilst maintaining the personal touch that differentiated brokers from direct insurers.

The AI Voice Solution: Technology Meets Personal Service

In March 2024, Heritage partnered with VoiceFleet to deploy AI voice agents across their customer service operations. The scope was ambitious: 24/7 phone coverage, appointment scheduling, FAQ handling, and initial call qualification—all whilst maintaining the warmth and expertise clients expected.

"We were sceptical," McCarthy admits. "Insurance is personal. People want to speak with humans about their homes, businesses, and livelihoods. Could AI really deliver that experience?"

The implementation focused on three critical areas:

1. Round-the-Clock Availability

VoiceFleet's AI voice agents answered calls instantly, regardless of time or day. Clients calling at 11 PM with urgent questions received immediate assistance rather than voicemail frustration.

2. Intelligent Call Routing

The system didn't simply answer questions—it understood context. Simple queries about renewal dates or coverage details received instant answers. Complex matters requiring human expertise were routed to the appropriate advisor with full context already captured.

This intelligent triage proved transformative.

Heritage's advisors could focus entirely on high-value consultations rather than routine inquiries.

3. Seamless Integration

VoiceFleet integrated directly with Heritage's existing calendar system and CRM. Clients could book appointments, receive confirmations, and get reminders—all through natural conversation with the AI agent.

The Results: Transformation by the Numbers

Within three months, the impact was undeniable.

Cost Reduction: 80% Lower Than Human Reception

Heritage's monthly customer service costs dropped from €8,400 to €1,680—a reduction of €6,720 monthly or €80,640 annually. The VoiceFleet Growth plan at €199 monthly delivered capabilities that previously required four full-time receptionists.

Availability: From 40 Hours to 168 Hours Weekly

Customer access to support increased by 320%. The firm effectively became available to every client, every moment they needed assistance.

Response Times: From Hours to Seconds

Average response time collapsed from 18 hours to under 10 seconds. Client frustration with voicemail tags and callback delays vanished overnight.

Customer Satisfaction: 36-Point Increase

Heritage's Net Promoter Score jumped from 42 to 78 within six months—mirroring industry data showing early AI adopters achieving dramatically higher satisfaction.

Advisor Productivity: 40% Improvement

With routine inquiries handled automatically, advisors spent 40% more time on complex client consultations, new business development, and relationship management. This aligned perfectly with research showing AI empowers service employees to boost productivity by more than 30%.

The Human Element: Advisors Elevated, Not Replaced

Perhaps most importantly, Heritage didn't reduce staff. They redirected expertise.

"Our advisors are doing what they were trained for—providing sophisticated insurance guidance," McCarthy explains. "The AI handles the repetitive questions we answered hundreds of times weekly. Our people tackle the challenging scenarios where human judgement is irreplaceable."

This balanced approach addressed client concerns directly. Research shows customers embrace AI for routine tasks but insist on human access for complex or sensitive matters.

Heritage's model delivered both.

The Broader Transformation: Industry-Wide Adoption

Heritage's experience reflects accelerating change across European insurance.

In Ireland specifically, the opportunity is profound. The country hosts 11 of the top 15 global insurers and 114 homegrown insurtechs, positioning it to lead globally in AI-driven insurance innovation.

Yet adoption remains uneven. Larger brokerages lead the charge—84.2% of firms exceeding €90 million revenue have invested in generative AI, compared to 60% of smaller firms.

This creates competitive advantage for early adopters and mounting pressure on those who delay.

Implementation Lessons: What Heritage Learned

McCarthy offers frank guidance for brokers considering AI voice technology:

Start with Clear Use Cases

"Don't automate everything immediately," she advises. "We began with appointment booking and basic FAQs. Once we saw it working flawlessly, we expanded to policy inquiries and claims status updates."

Maintain Human Escalation Paths

The AI agent seamlessly transfers complex queries to human advisors. "Clients appreciate efficiency, but they need to know a person is available when situations demand it."

Monitor and Refine Continuously

Heritage reviews AI conversation logs weekly, identifying gaps and refining responses. "The technology improves with use. Our AI agent today is substantially more capable than three months ago."

Communicate the Change Transparently

The firm sent personalised emails to all clients explaining the new 24/7 service. "We framed it as an enhancement—which it genuinely is. Clients responded enthusiastically because they immediately experienced better service."

The ROI Equation: European Context

For European brokers evaluating AI voice technology, the economics are compelling.

Consider a typical mid-sized brokerage:

• Current state: Two receptionists at €35,000 annually each = €70,000
• AI alternative: VoiceFleet Growth plan = €2,388 annually
• Annual savings: €67,612
• Additional benefits: 24/7 availability, instant response, advisor time freed for revenue-generating activities

The transformation also addresses regulatory trends. As insurers increasingly integrate AI into operations, European regulatory scrutiny intensifies.

Solutions like VoiceFleet that provide transparent, auditable interactions position brokers ahead of compliance requirements.

Looking Forward: The Competitive Imperative

By 2026, hyper-personalisation will be the primary distinguishing factor for 45% of insurance providers.

Voice AI technology enables precisely this differentiation—delivering immediate, personalised responses at scale.

Brokers face a strategic choice. Early adopters like Heritage gain immediate cost advantages, superior customer experience, and freed capacity for growth. Those who delay risk falling behind competitors offering 24/7 availability and instant service.

The Heritage Model: A Blueprint for Transformation

Six months into their AI voice journey, Heritage Insurance Brokers operates fundamentally differently:

• 2,847 calls handled monthly (up from 1,680)
• €80,640 in annual cost savings
• 78 Net Promoter Score (up from 42)
• 100% after-hours call coverage
• 40% increase in advisor capacity for complex consultations

McCarthy's advice to fellow brokers is direct: "The technology works. The economics are overwhelming. The customer response is enthusiastic. The only question is whether you transform proactively or reactively."

Making the Leap: Starting Your Transformation

For insurance brokers ready to explore AI voice technology, the path is straightforward:

Assess Current Costs and Gaps

Calculate your current customer service expenditure and identify service gaps—particularly after-hours availability and response times.

Start with a Pilot

VoiceFleet's Starter plan at €49 monthly provides a low-risk entry point. Test the technology with a subset of inquiries before full deployment.

Integrate Gradually

Connect the AI agent to your calendar and CRM systems. The seamless data flow multiplies efficiency gains.

Train Your Team

Help advisors understand how AI handles routine queries so they can focus on high-value interactions.

Measure and Optimise

Track response times, customer satisfaction, cost savings, and advisor productivity. Use data to refine implementation.

The insurance industry stands at an inflection point.

Those who harness AI voice technology thoughtfully—augmenting human expertise rather than replacing it—will define the next era of insurance broking.

Heritage Insurance Brokers proves the model works. The question for your brokerage is simple: will you lead the transformation or follow it?

---

Ready to transform your insurance brokerage's customer service? VoiceFleet's AI voice agents deliver 24/7 coverage at 80% lower cost than traditional reception staff. Book a demonstration today and discover how leading European brokers are revolutionising client service whilst reducing operational costs. Start your free trial and join the customer service transformation.