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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 centers, and this research series looks at how AI can be deployed to solve these.
Through detailed analysis of surveys with hundreds of US contact centers, ContactBabel has identified three significant concerns and issues which are found in many insurance customer contact operations:
- Reduce excessive call lengths and improve service levels
- Improve the uptake of self-service and digital channels
- Compete successfully with other insurers.
This report quantifies the challenges that insurance contact centers are facing, and shows ways in which its criteria for success can be met through AI, while maintaining a high standard of customer service.
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In this Report
Reduce Excessive Call Lengths with AI
- Intelligent call routing
- Automated customer authentication
- Optimizing talk time
- Unified agent desktop
- In-call agent assistance
- Automating post-call wrap-up
Improve Self-Service & Reduce Unnecessary Calls
- Customer channel usage and preference
- Analyzing self-service failures and optimizing digital contact
- Using chatbots and voicebots more effectively
- Improving email resolution rates through intelligent automation
Compete Successfully With Other Insurers
- AI for in-call personalization, cross-selling and upselling
- Use of in-call and post-call sentiment analysis for actionable insights
- Predicting what the customer wants, and proactively delivering it
- AI-enabled agent assistance for positive outcomes
- Providing a single view of the customer across channels
