For insurers operating Contact Centres, artificial intelligence (AI) has undoubted potential to significantly improve customer interaction, leading to increases in revenue and customer retention. But an online poll carried out by IPI, the digital Contact Centre specialist, suggests that some 30% of the respondents risk falling behind the competition as they have no current plans to use AI for their contact centres.
Read the full article at Insurance Edge to learn more about how AI is evolving and helping insurance brands triage and deal with calls, chats, texts and more comms, with insight from IPI’s Director of CX Solutions, Stephen Murray.
Stephen is IPI’s CX (Customer Experience) Solutions Director, with responsibility across product, commercial and development functions. A CX expert and technologist with over 20 years’ experience, Stephen has worked both partner and vendor side at some of Europe’s biggest contact centre integrators and at the world’s largest workforce optimisation and analytics vendor. His focus has been on pioneering the development of AI, self-service and compliance technologies for the contact centre space and he was recently awarded a patent for the co-invention of a revolutionary fraud prevention tool for contact centres. Passionate about helping organisations realise the promise that technology makes, he is a regular contributor and speaker at CX and contact centre events around the world.
