Hippo's AI Service Rep Handles All Inbound Calls, Hits 97% Satisfaction Rate
Hippo announced that Hannah, its AI service representative, now fields 100% of inbound customer service calls. The system has processed more than 28,000 calls since early 2026 and maintains a 97% customer satisfaction score.
Hannah greets customers, verifies their identity, answers routine questions, and transfers calls to licensed agents when needed. The system replaces traditional interactive voice response menus with natural conversation, allowing customers to speak normally rather than navigate rigid phone trees.
What Hannah Does
- Triages all inbound calls and authenticates callers before human involvement
- Fully resolves approximately 5% of calls independently
- Accelerates the remaining 95% by 12 seconds on average through pre-call context capture
- Handles after-hours inquiries and creates tickets for next-business-day follow-up
- Currently processes policy verification requests from mortgage lenders, which represent about 15% of Hippo's call volume
The system saves agents more than 600 interactions per month by handling routine needs instantly. Call handle times have dropped by approximately one minute per call.
Expansion Plans
Hippo plans to expand Hannah's capabilities later this year to include policy status inquiries, coverage and deductible questions, payment processing, and document requests. By early 2027, the company expects Hannah to fully resolve more than 50% of all customer interactions.
Kyle Ramsay, Hippo's Chief Product and Artificial Intelligence Officer, said Hannah complements Clara, an AI agent handling claims. "Built with Hippo's modern APIs, real-time data, and the latest AI models, Hannah can serve a growing range of customer needs," Ramsay said.
Laura Boettcher, Hippo's Chief Operations Officer, emphasized the hybrid approach. "Hannah is already resolving calls instantly and connecting customers to the right licensed human agent faster than ever before - ensuring customers still receive the empathy and expertise that only a human can provide when it matters most," she said.
For customer support professionals, Hannah demonstrates how AI for Customer Support can reduce wait times while maintaining human oversight for complex issues. The system also illustrates broader applications of AI Agents & Automation in support operations.
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