June 02, 2025
Top U.S. Insurer Signs $13M Deal with Verint to Automate CX Workflows for 12,000 Agents
A major U.S. insurance company has signed a $13 million multi-year contract with Verint to deploy AI bots across its customer experience operations, aiming to boost workforce capacity by automating manual workflows for more than 12,000 agents.
The deal, finalised in Verint’s fiscal Q1, includes the rollout of Verint’s Work Allocation Bot and other AI tools designed to optimise contact centre operations. Initial deployment covers 6,500 agents, with a second phase planned to double the reach across the enterprise.
The insurer expects to gain more than a 10x return on investment by using Verint bots to eliminate repetitive tasks, freeing up supervisors and agents to focus on higher-value interactions. Meanwhile, Verint projects a 50% increase in supervisor capacity and a 25% increase in agent capacity based on similar deployments in the insurance sector.
The Work Allocation Bot uses behavioural data and AI models to intelligently assign work, helping ensure tasks are routed to the right employee at the right time, a step toward fully data-driven workforce orchestration.
Verint’s chief product officer, Jaime Meritt, said: “Equipping contact center agents with AI-powered bots that quickly and seamlessly automate tedious workflows is driving massive savings and elevating experiences for both employees and customers. This insurance customer benefited from Verint’s unique hybrid architecture, enabling them to embrace AI without operational disruption and achieve stronger, faster outcomes, now.”
This marks the second major insurance win for Verint in a year. In May 2024, the company signed a $7 million contract with another top-tier insurer to deploy its Open Platform in hybrid cloud mode, also aimed at accelerating AI-driven business outcomes.
