Sammons Financial Group cut customer service agent turnover from 45% to 20% by consolidating 16 separate systems into Salesforce and deploying AI agents. The AI assistant now handles tasks like retrieving death benefit values instantly, freeing up staff for complex work.
16
45%
20%
$250,000
May 1, 2025
We're in the life business. When you think about it, life happens. We all know that there's curveballs that come. And how do we at Sammons Financial Group help our customers be confident when change happens?
Thanks for calling Annuity Service Center. This is Alexis. How can I help you?
Today, our customer service representatives are heroes. The problem was that they're spread thin. Before Salesforce, they were navigating 16 different systems. Our customers were experiencing seen long hold times. They didn't know who was going to pick up the phone, if they were going to get to the right place.
Every day you're getting calls where people are upset. It's hard to wake up the next day and want to do it all over again.
We had high turnover for our employees, high burnout.
All of those things were challenging for us. And the complexity of the technology environment only made that worse.
Salesforce has changed all of that. We developed a roadmap to build a unified service platform, retire those 16 legacy systems so that our employees could truly be empowered to elevate that customer experience.
Now we're able to get answers quickly because all of our information is in just one spot.
We were at a 45% attrition rate and now we're at 20%. Our employees are much more efficient on the phone.
What it's really allowed us to do is establish a platform on which we can build our future state capabilities. The data is there, centered around the customer. That's exactly what we need to make generative AI successful. And AgentForce is how we're doing that. Within the retirement community, the default mode of communication is to pick up the phone. That's what people are using to communicate with us.
Hi, I'm Emma, your AI insurance assistant. How can I help you today?
Hi. I'd like to know the surrender value of my policy. What we're expecting from agent Forest Voice in the future is to be able to handle those simple calls. So, account value, death benefit value. Also form request how to transact a beneficiary change.
Your policy's Death benefit is $250,000 and it's tax free. Anything else I can help with?
Yes, I would like add my granddaughter as a beneficiary.
Sure.
We are looking to double the size of our company in the next five years. AI agents, they can work 24 hours a day. I can add as many AI agents onto the phone system as I need to.
When we have more time, they can ask more questions. Having us being able to explain it in a way that they understand it makes a big difference.
AgentForce will allow us to be more free and empowered to do what really matters. Give our customers that human touch that they deserve.
