Insurance Post feature: How AI can transform insurance Contact Centres
Sat Sanghera, CEO of IPI, explains how artificial intelligence technologies have the potential to revolutionise insurance contact centres, and address several challenges simultaneously.
The reputation of the industry, and its impact on customer attitude and behaviour, is an almost constant concern for many, as is improving operational efficiency and reducing cost.
The 300-plus insurance contact centres across the country are rarely mentioned as an important area of focus by the industry’s decision-makers, yet they can have a significant influence across all three critical dimensions.
Often characterised by high turnover rates and stressful working conditions, employees within insurance contact centres are considered to be poorly compensated considering the responsibilities they bear.
Read the full article at Insurance Post to find out the multiple benefits AI has to offer in improving Contact Centre attrition, efficiency and enhanced experiences.
Sat joined IPI in an advisory capacity for business growth in 2019, before moving to the role of CEO in December 2020, bringing over 20 years of multinational tech leadership experience to the role.
Prior to joining IPI, Sat co-founded European Contact Centre solutions and services organisation, DatapointEurope, which was sold in 2017. Previously, Sat has held global sales leadership and product development roles, has held a number of board advisory roles at leading technology organisations, and has worked as a technology M&A advisor.
As CEO at IPI, Sat follows five key guiding principles: people, clients, propositions, fiscal and operational brilliance. IPI is shaped around these principles, enabling its people to create intelligent and innovative Contact Centre solutions that deliver exceptional experiences to its clients and customers.