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About This Report
Our research has found that each vertical market has its own specific commercial and operational issues that affect its contact centres, and this research series looks at how AI can be deployed to solve these.
Through detailed analysis of surveys with hundreds of UK contact centres, ContactBabel has identified four significant concerns and issues which are found in many insurance customer contact operations:
- Excessive call lengths impact cost and service
- Compete more effectively with other insurers
- Reduce unnecessary calls through superior self-service and digital interactions
- Manage younger customers more successfully to improve customer loyalty.
The report shows how and why these issues arise, and looks at ways in which AI-enabled solutions can alleviate them, improving performance and customer experience while helping profitability.
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In this Report
How Can AI Cut Call Lengths?
- Intelligent call routing
- Automated customer ID&V
- Optimising talk time
- Unified agent desktop
- In-call agent assistance
- Automating post-call wrap-up
AI for Regulation, Compliance and Fraud Reduction
- The role of AI analytics, in-call and post-call
- Ensuring audio security with AI
- Automate customer authentication
- Maintaining CX while maximising security
Reduce Calls & Increase Self-Service
- Customer channel use and preference
- Improving chatbots & voicebots
- Increase first-contact resolution rates
- Current & future use of AI in Healthcare contact centres
Understand and Optimise Customer Service
- Analysing data to improve customer personalisation
- Anticipating customer needs and delivering proactive service
- Predicting and handling spikes in customer demand
- Use predictive analytics for proactive staffing decisions
- Reduce agent absence and attrition
