How Athens Administrators automatically resolves 64% of inbound calls with Avallon

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"Avallon has made it simple to integrate AI into our claims operations while ensuring our customers' experience is exceptional."

Danny Smith, VP of IT, Athens Administrators

"Avallon has made it simple to integrate AI into our claims operations while ensuring our customers' experience is exceptional."

Danny Smith
VP of IT, Athens Administrators

About

Athens Administrators is a leading Third-Party Administrator in California serving employers and public entities with workers' compensation and multiline insurance claims management. With decades of experience in the industry, Athens has built its reputation on delivering responsive, high-quality service to injured workers, medical providers, and their employer clients.

Challenge

High call volume overwhelms adjusters and delays critical claim work

Call volume at Athens, especially around pay cycles, was overwhelming reception lines and claims examiners. Injured workers and medical providers called repeatedly with routine questions about bill status and payout cycles, constantly interrupting adjusters throughout the day and pulling them away from complex claims work.

Callers faced long wait times and after-hours voicemails, creating frustration on both sides. Athens needed a scalable solution that could handle routine inquiries accurately, comply with identity verification requirements, and seamlessly escalate relevant calls to human adjusters.

Solution

AI voice agents handle inbound calls 24/7 with real-time claims system integration

Athens partnered with Avallon to deploy an AI inbound receptionist integrated directly with their claims management system’s data. The AI agent distinguishes between injured workers and medical providers, verifies identities securely, and retrieves real-time payment details and claim status information. It handles routine billing questions autonomously and performs transfers to human adjusters when needed, while logging transcripts and summaries for quality assurance.

Operating 24/7, the AI agents ensure callers reach Athens instantly—no queue, no voicemail, no waiting until the next business day.

"Working with the Avallon team has been excellent. They clearly care about delivering solutions that meet our business needs while ensuring our customers' experience is exceptional. The team is both professional and personable, and they aren't afraid to suggest alternative approaches when they see a better path forward. It truly feels like we're in this together, with their success tied to ours.
Their intuitive platform and their responsiveness have made it easy to integrate AI into our claims operations quickly and effectively."
Danny Smith, VP of IT, Athens Administrators

Operating 24/7, the AI agents ensure callers reach Athens instantly—no queue, no voicemail, no waiting until the next business day.

"Working with the Avallon team has been excellent. They clearly care about delivering solutions that meet our business needs while ensuring our customers' experience is exceptional. The team is both professional and personable, and they aren't afraid to suggest alternative approaches when they see a better path forward. It truly feels like we're in this together, with their success tied to ours.
Their intuitive platform and their responsiveness have made it easy to integrate AI into our claims operations quickly and effectively."
Danny Smith, VP of IT, Athens Administrators

Results

Athens saves adjuster time while improving caller experience

The results:

2000+ calls handled per month, removing massive volume from adjusters' workload
64% of calls fully resolved by AI without human intervention
4.6/5 average CSAT score from callers

Adjusters are no longer constantly interrupted and can focus on complex claims investigation and decision-making. Injured workers and medical providers get instant answers anytime—evenings, weekends, holidays—without waiting on hold.

Data Security & Compliance

Athens Administrators handles sensitive claims data requiring the highest security standards. Avallon's platform is fully compliant and designed with security at its core. All data is encrypted both at rest and in transit using industry-standard TLS protocols.

Critically, no customer data is used to train AI models. Athens' claims information stays confidential and is used solely to serve their callers. Avallon follows a minimal data retention approach, storing information only as long as operationally necessary, then securely archiving or removing it. This reduces exposure while maintaining the audit trails Athens needs for workers' compensation compliance.

What's Next

Athens and Avallon are expanding their partnership beyond inbound call automation. The next phase includes:

Outbound communications to medical providers:
Proactively checking on treatment status and documentation requirements

Document intelligence:
Implementing contextual analysis and summarization of relevant claim information to streamline adjuster workflows

As Athens continues to scale its AI capabilities with Avallon, the company is positioned to deliver even greater operational efficiency while maintaining the high-touch service that has defined its reputation in the workers' compensation industry.

Athens Administrators

INDUSRTY

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