Quant Announces AI Agent Ava for AI-First Customer Experience with IBM

Why It Matters

Ava proves that agentic AI can dramatically improve contact‑center efficiency, giving insurers a scalable path to AI‑first customer experiences and setting a template for broader enterprise adoption.

Key Takeaways

• AI Agent Ava resolves 84% of customer calls
• Call handling time cut by 3 minutes
• First call resolution rose to 86%
• Quant partners with IBM to launch AI‑first contact center
• Collaboration deployed with Fortitude Re for reinsurance support

Pulse Analysis

The IBM Think conference has become a proving ground for next‑generation AI operating models, and Quant’s showcase of Ava underscores how agentic AI is moving from pilot projects to production‑grade solutions. By positioning AI as the connective reasoning layer between systems, people and decisions, Quant and IBM are redefining the traditional automation stack. This approach promises not just incremental gains but a fundamental redesign of how enterprises orchestrate data, workflows and customer interactions.

Ava’s performance metrics illustrate the tangible benefits of an AI‑first contact centre. Resolving 84% of inbound calls, the bot trims average handling time by three minutes and lifts first‑call resolution from 71% to 86%, delivering faster, more accurate service. Bilingual support in English and Spanish expands accessibility, while seamless escalation to human agents preserves context, reducing repeat contacts. For insurers, these efficiencies translate into lower operational costs, higher policyholder satisfaction, and the ability to handle volume spikes without proportional staffing increases.

Beyond insurance, Ava signals a broader industry trend toward AI‑driven operating models. Quant’s collaboration with IBM and early deployment with Fortitude Re demonstrate that large, regulated firms can adopt autonomous agents without compromising compliance or data security. As more enterprises embed reasoning‑layer AI across functions—from finance to supply chain—the competitive advantage will shift toward those that can scale agentic solutions quickly. The next three years could see a majority of Fortune‑500 companies operating with AI agents as a core business capability, reshaping talent requirements and redefining customer experience standards.