Particularly on the subject of on-line self-service, because the complicated nature of some areas of the work merely make it much less suited to self-serve. Agam Kohli writes
That is fully comprehensible. A big proportion of insurance coverage prospects desire talking with human brokers to get empathetic reassurance and on the spot readability, particularly throughout prolonged and emotionally charged claims processes.
Nevertheless, like most companies, there’s sturdy stress for insurance coverage firms to think about consolidation and rationalisation to cut back overheads. And a few, like Insurer Zurich, are beginning to experiment with new applied sciences like ChatGPT for claims and information mining of their contact centres.
The query insurers now have to be asking is: how can embracing and investing in new know-how assist lower prices and enhance the digital buyer expertise?
Look ahead (and backwards) with out getting whiplash
One method to reply this query is with information. This will likely appear apparent, however investing in the correct know-how can break down information silos and equip brokers with the instruments they should faucet into the information flowing via a contact centre. Thereby getting access to complete buyer profiles and interplay histories throughout all communication channels together with, chatbots and telephones.
By analysing previous interactions, buy behaviours, preferences and demographics, brokers can get a greater view of the individual on the opposite finish. Which helps inform their suggestions for prolonged providers that may finest align with their prospects’ pursuits and make these strategies extra personalised. Nearly like studying their thoughts!
What’s much more thrilling is when this information is layered and moulded with superior analytics and AI-driven algorithms, firms may even predict buyer preferences and wishes. Put merely, through the use of historic information and patterns, contact centre know-how can recommend the subsequent finest motion for brokers to take, and information them to resolve buyer inquiries effectively.
In case you go additional and add real-time analytics into the combo, brokers can get up-to-the-minute details about buyer behaviours and actions. To allow them to provide a extra personalised service mid-conversation, primarily based on the shopper’s current interactions.
Enhancing the digital buyer expertise
There’s no denying brokers are on the forefront of coping with emotionally charged conversations, usually with susceptible prospects. That is the place AI-driven emotion detection software program can analyse a buyer’s voice to determine emotional cues, similar to frustration, anger or disappointment. Brokers can then modify their communication model accordingly, providing empathy and defusing tense conditions – serving to to retain prospects and never lose out on income.
AI transcription software program may also robotically summarise the important thing factors and actions mentioned through the name. These summaries might be exhibited to brokers in real-time, permitting them to maintain monitor of the dialog and guaranteeing necessary particulars aren’t missed. This additionally helps scale back the after-call work, which contributes to an general discount in value to serve for insurers.
With regards to chatbots, they now have superior to the purpose that they’re outfitted with Pure Language Understanding (NLU). Which means they’ll determine and resolve a variety of interactions and perceive when they should hand off to a human agent.
As time goes on, these capabilities will develop even additional, decreasing wait occasions, rising buyer satisfaction and taking the stress off already overloaded cellphone channels, making the lives of each brokers and prospects simpler.
In insurance coverage it’s well-known that contact centre and buyer communication usually solely occurs when there is a matter, a change or it’s time to resume. Making each interplay, particularly the latter, as streamlined and private as doable might help retain prospects – securing income – and saves common dealing with time for brokers which in flip trims down prices.  Â
Agam Kohli is the Director of CX Options Engineering, at Odigo
