Expanding possibilities through AI-powered engagement.
improvement in service levels.
reduction in average handle time.
increase in customer satisfaction scores.
Building lasting relationships through a unified customer experience.
Arbella Insurance is a billion-dollar property and casualty insurance provider serving New England, with more than 1,000 employees dedicated to delivering exceptional customer service. At Arbella, customer experience is not just a department—it is the foundation of the business. When customers face life’s most challenging moments, Arbella responds with empathy, expertise, and speed, turning difficult days into interactions that build lasting trust.
"The goal is not to replace people but to ensure customers can engage in the way that best suits their needs. This approach allows us to serve both a younger client who prefers self-service options and an older client who values speaking to a person, all with consistent quality."
Karin Martin Assistant Vice President of Operations
Redefining insurance service through AI-powered simplicity.
Arbella Insurance has redefined customer experience through a bold “Big Bang” transformation, replacing UCaaS, CCaaS, and CRM in a single coordinated rollout. Spanning 1,000 employees and independent agency partners, the initiative unified every interaction channel and delivered immediate results. Powered by Talkdesk Customer Experience Automation™, Arbella implemented Talkdesk Financial Services Experience Cloud™ for Insurance, complemented by AI-driven solutions including Talkdesk Autopilot™, Talkdesk Copilot™, and QM Assist™.
Arbella eliminated service inconsistencies and empowered employees to deliver faster, more accurate, and more personalized support. Within the first week, customers experienced shorter wait times, smoother resolutions, and consistent service across phone, email, and chat—while employees gained intuitive tools that removed friction from their daily work. This transformation not only modernized operations but also established a scalable, AI-ready foundation for Arbella’s future growth.
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