AXA Health Shaves 60 Seconds from AHT Across 50,000 Calls per Week with AI-Powered Verint Platform

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AXA Health Shaves 60 Seconds from AHT Across 50,000 Calls per Week with AI-Powered Verint Platform

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AXA Health, the UK private medical insurer, deployed Verint Wrap Up Bot to more than 1,100 contact center agents and reduced average handling time by 60 seconds across roughly 55,000 customer calls per week. The deployment took just four months from pilot to full rollout and earned AXA an internal "Transformation and Innovation" award. Naz Islam, Lead Transformation Manager at AXA Health, framed the original problem in stark terms: "Every minute spent on after-call work was a minute spent not preparing for or speaking to the next member, which can cost AXA money and customer goodwill." Vikki Williams, Head of Service Optimization Portfolio, added that AXA opted to fine-tune its own large language model rather than rely on an off-the-shelf solution: "We opted to use our own large language model, trained on massive amounts of text data to understand human language." Before deployment, AXA Health's 1,100 agents each spent up to six minutes after every call manually summarizing the discussion. Manual summaries were inconsistent — some agents were thorough, others brief, some never completed the task — and customers frequently had to repeat themselves on follow-up calls. Williams summed up the failure mode bluntly: "All AXA agents follow process now — call summaries are no longer written the length of 'War and Peace' or alternatively a blank page." A pilot of approximately 50 agents went live first, during which the team identified high modification rates on specialized call types such as fertility treatment and gender identity. Fine-tuning followed, and the bot is now deployed across AXA Health's Membership, Claims, Clinical, Complaints, Sales and Distribution teams. Islam confirmed the scale-up: "Our pilot was so successful, we now have over 1000 colleagues using the bot." The solution transcribes call audio in real time, generates narrative summaries with generative AI, exports them to AXA's CRM platform, and continues to train on AXA's latest LLM data to improve summary quality. Agents and supervisors view the summary in a single screen, with the same data powering analytics and trusted downstream decisions. A separate PII Redaction Bot sanitizes sensitive content before storage and downstream use. Operational results include a 60-second reduction in average handling time, deployment to more than 1,000 agents across six business units, and standardized call summaries that simplify hand-offs between agents. Williams noted that compliance also improved because agents now follow process universally. Islam added that initially skeptical agents — worried about job displacement — "now warmly welcome the bot, seeing it as an indispensable part of their toolkit." AXA plans to expand Verint Wrap Up Bot to adjacent workflows including Verint Copilot Bots, which give agents AI co-workers for repetitive tasks. The team is also exploring additional generative AI use cases that follow the same pattern of fine-tuning on AXA-specific data to deliver auditable, business-aligned summaries at scale.