How KB Insurance Became a 24/7 Always-On Contact Center
Long wait times and a cluttered knowledge base meant inconsistent answers, and frequent complaints.
Interview with
Intan Maharani
Customer Care Manager
24/7
always-on contact center availability
More accurate
answers, from a centralized knowledge base
More consistent
responses across every inquiry
Fewer complaints
overall
About KB Insurance Indonesia
KB Insurance Indonesia handles customer questions that range from everyday policy information to urgent support. A useful contact center needs to be available when customers reach out and draw from the same knowledge across every response.
The contact journey includes both common requests and situations needing closer attention. This case focuses on maintaining a common answer source so customers receive a reliable first response at any hour.
The Challenge
Before Cekat.AI, KB Insurance customers faced long waiting times and inconsistent responses, often navigating a cluttered knowledge base that led to confusion and frequent complaints.
Long waits and a cluttered knowledge base made service harder for both customers and agents. When similar questions received different answers, confusion could turn into repeat contacts and complaints.
“A long wait was one problem; getting different answers to similar questions made the experience even harder.”
Cekat.AI Solutions for KB Insurance Indonesia
The approach for KB Insurance Indonesia combines several connected workflows, from the first conversation through team follow-up.
“Putting the knowledge in one place helps the team answer consistently, even when a question arrives outside normal hours.”
Bring customer questions into one service view
Customer inquiries enter one service flow, giving the team a clearer view of open issues and where they should go next. A shared case view also helps agents pick up an issue without asking the customer to reconstruct every earlier contact.
Answer from the same maintained knowledge source
Automated responses draw from a shared knowledge base so recurring policy and support questions are answered more consistently. Maintaining one reference reduces the chance that a policy question is answered differently simply because it reached another agent.
Offer a dependable first response at any hour
A reliable first-response layer keeps the channel available for general questions and emergency support before any needed human follow-up. The first layer can handle common requests promptly while still leaving room for human review where the issue requires it.
Results
The following outcomes reflect the figures recorded in the client's case-study material. Their scope follows the available data.
24/7 always-on contact center availability. Customers can reach the contact center at any time, including outside staffed service hours. The availability figure describes the contact channel, not a promise that every complex claim is settled automatically.
“Customers now have a clearer place to start, and the team has a common reference when a case needs further handling.”
More accurate answers, from a centralized knowledge base. Answers became more accurate as the response flow used one managed knowledge source; the case material provides no accuracy percentage. The case material describes improved answer quality qualitatively, so no unreported accuracy rate should be inferred.
More consistent responses across every inquiry. A shared source reduces conflicting answers to the same type of inquiry. Consistency matters especially when customers return with a follow-up question and expect the same explanation.
Fewer complaints overall. Faster, clearer handling accompanied the reported reduction in complaints; no complaint count is specified. The reported decline in complaints is a service outcome, though the source does not give a before-and-after complaint count.
