Insurance companies face high call volumes and long wait times. Customers want fast, easy ways to manage their policies and file claims. Traditional call centers struggle to keep up with these demands, leading to frustration and high operational costs. The industry needs better tools to handle routine requests without overwhelming human agents.
Zappix solves this problem by offering visual interactive voice response (Visual IVR) and on-demand self-service automation. The company recently launched its digital solutions with a top insurance provider in Mexico to improve customer service. In this interview, we discuss the new launch, the shift toward visual self-service, and the impact of automation on the insurance sector.
Q: What drove this new partnership with a leading insurance provider in Mexico?
Yossi Abraham: The same pressure every insurer feels – call volumes keep climbing while customer expectations for fast, self-directed service are rising even faster. The client wanted to reduce that volume and modernize how policyholders are served. They came to us through our partnership with Genesys. They were already operating in the Genesys CCaaS environment, so we were a great fit as the self-service layer on top. What made it the right partnership was our model: they didn't want to buy a tool and stand up a team to run it. They wanted the outcome — fewer calls reaching live agents, faster resolution for policyholders – designed, launched, and managed for them. That's exactly how Zappix operates.
Q: How does visual self-service change the way policyholders interact with their insurance company?
Yossi Abraham: It puts the policyholder in control. Instead of waiting on hold or navigating a phone menu they can't see, Zappix AI Self-Service gives them a guided visual experience on their phone — clear steps, forms, document uploads, and confirmations they can see and act on directly. For insurance, this is a natural fit, because so much of what customers call about involves policy details, payments, and paperwork. When you let them see and complete those tasks visually, at their own pace, they resolve routine requests themselves – without ever needing an agent. A call they'd normally have to wait through becomes something they finish in a couple of taps.
Q: Call centers often deal with high turnover and long queues. How does automation specifically relieve pressure on live agents?
Yossi Abraham: By deflecting the high volume of calls that never needed a human in the first place. A large share of inbound calls are routine and repetitive – the exact interactions our AI self-service resolves end to end. We consistently see containment rates above 75%, meaning most calls are handled without ever reaching an agent. That does two things. It cuts cost-to-serve – typically by 40% or more – and it changes the nature of agent work. Agents stop spending their days on password resets and balance checks and focus on complex claims and sensitive conversations that genuinely require human judgment. That's better for the customer, and it's a meaningful lever on the turnover problem, because agents burn out on repetitive volume, not on meaningful work.
Q: Adapting technology for different regions can be difficult. Did you face any unique challenges launching this solution in the Mexican market?
Yossi Abraham: No major challenges, and that's by design. We built the Zappix AI Engagement Platform (Intelligent Outreach, AI Self-Service, and Agent Assistant) from the ground up to be international: multilingual, scalable, and secure, with a compliance-first architecture. So launching in a new market isn't a re-engineering effort for us – it's simply configuring capabilities the platform already has. That's a real advantage of the managed, outcomes-based model: the hard problems of localization, scale, and security are solved at the platform level, so the client gets a smooth, fast launch rather than a lengthy build.
Q: Customers expect fast resolutions. What measurable results do you typically see shortly after implementing Visual IVR?
Yossi Abraham: The impact shows up quickly because the highest-volume, most repetitive requests are the first to move to self-service. On average, our clients are enjoying containment rates of over 75%. This means that 3 out of every 4 calls are resolved by self-service without ever reaching an agent, along with a significant drop in cost-to-serve. There are also significant improvements in contact center KPIs, such as Average Waiting Times (AWT) and Average Handling Times (AHT), as more calls are resolved by automation and agent queues free up. In addition, the resolution is faster for the customer, which results in improved satisfaction and retention.
Q: Looking ahead, what sets Zappix apart, and where is your roadmap headed?
Yossi Abraham: What makes us different is the Zappix Multimodal AI agent. Today, self-service usually means one channel at a time: you're either on a voice call or tapping through a screen. We combine them. Our platform pairs LLM-powered conversational AI with a branded visual interface, so a customer can talk naturally and see guided steps, confirmations, and actions on their phone at the same time, in real time. The AI engages, shows, and resolves – all at once. No one else delivers that combination: not conversational AI vendors, not legacy IVR platforms, not chatbot tools. That's our roadmap, too – deepening that real-time fusion of voice and visuals, because we believe it's the future of self-service. A customer shouldn't have to choose between talking to AI and seeing their information. The best experiences do both, and that's what we're building toward.
Q: As consumer expectations continue to change, what is the next big step for digital self-service in insurance?
Yossi Abraham: The shift from reactive to proactive. Right now, most self-service is inbound – the customer has a problem and comes looking for a fix. The next step is to engage customers before they ever need to call: renewal reminders, claims status updates, and payment nudges, delivered through automated multi-touch campaigns across voice, text, and email. Combine that proactive outreach with the multimodal experience on the inbound side, and you get a continuous engagement model rather than a series of disconnected calls. The insurers who win won't be the ones who deploy AI tools – they'll be the ones who deliver AI outcomes, consistently and end-to-end.
This discussion highlights the clear value of visual self-service in the insurance sector. Giving customers the power to resolve their own issues quickly reduces frustration and lowers costs. Automation handles routine tasks so human agents can focus on complex claims that require specific expertise.
Improving the customer experience remains a top priority for insurers. Digital self-service tools will become standard as companies look to scale efficiently. Zappix drives this change by providing practical automation solutions that benefit both businesses and their policyholders.
To learn more visit https://www.zappix.com/