Insurance

Secure and Efficient Customer Self-Service

Combine cost efficiency with effortless customer experiences.

Effective use of technology can greatly reduce costs and improve margins, turning your call center from a ‘cost center’ into a ‘revenue generator.’ With such a high volume of engagements entering the center every day, average handle times and hold times are how you measure success, as you aim to deliver effortless experiences for policyholders. Implementing intelligent IVR self-service facilitates better live agent utilization as routine tasks (e.g. bill payments, claim filings, etc.) are reassigned to AI bots. Automation also maximizes security and efficiency.
What we can automate for you
 
 

Challenges Facing Insurance Providers

  • Reducing the quantity of generic, repetitive questions asked in the call center
  • Limited public knowledge regarding the functions of an insurance company
  • Creating informative yet easy-to-understand FAQs
  • Personalization and sensitivity in handling serious claims

You can use intelligent virtual agents to handle these insurance processes:

Authentication

Security is a huge concern, as you want to protect the personal information of all your customers. Because customers are often changing channels throughout engagements, secure and efficient call center AI will::
Secure Omnichannel Call Center Automation Authenticates Customers
  • Securely authenticate a customer once and allow them to use additional channels without re-authenticating
  • Pass all customer data to agents for quick resolutions
  • Reduce Customer Effort

FAQs

96% of people have difficulty defining basic insurance concepts. While your website can be a good source of information, support channels are preferred by many. Omnichannel self-service:
Omnichannel Call Center Automation is Capable of Securely Automating Credit Inquiries
  • Offers personalized information to policyholders to understand coverage plans and options
  • Answers procedural and informational requests that don’t require brokers
  • Transfers inquiries – and all relevant information collected by the automation – to live agents for human assistance

Claim Status & Filing

96% of people have difficulty defining basic insurance concepts. While your website can be a good source of information, support channels are preferred by many. Omnichannel self-service:
Insurance
  • Ask the initial, first-tier questions associated with a claim (e.g. involved parties, incident location, injuries, etc.)
  • Automatically integrate customer-reported claims with your company’s database for processing
  • Reduce agent workload, allowing CSRs to focus on your company’s core competencies
  • Ensure your firm remains economical and cost-effective

Bill Pay

Insurance premiums are often split into monthly payments, i.e. payment plans. Call center automation:
Customers can Make Payment Arrangements Securely using Omnichannel Call Center AI
  • Grants payment flexibility (e.g. payment plans, partial payments, setting up recurring payments, etc.)
  • Is PCI Compliant, maximizing the security and privacy of transfers
  • Enhances the customer experience with easy and efficient bill pay
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