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Upcoming Webinar

11th July, 12:30 – 13:15

Exploring Risks and Opportunities for AI in Insurance Contact Centres

This webinar is both a panel-led and interactive discussion that will shed light on the risks and opportunities associated with the integration of Artificial Intelligence (AI) in Contact Centres for insurers.


Google is excited about the transformational power of AI and its helpful new applications. From research that expands what’s possible, to product integrations designed to make everyday life easier, Google are exploring responsible and innovative AI technologies that make a true difference for humanity.

Meet the panel

Stephen Murray

Director of CX


About Stephen

Stephen is IPI’s CX (Customer Experience) Solutions Director, with responsibility across product, commercial and development functions. A CX expert and technologist with over twenty 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.

Stuart Pendleton



About Stuart

Stuart is an experienced director with 20+ years’ expertise in restructuring, cost management, and growth strategies. Specialised in personal lines insurance, including income protection, life, SME, home, travel, and motor insurance, from underwriters’ and distributors’ perspectives. Proven track record in maximising returns through effective management of insurance programs. Skilled in leading strategic discussions and negotiations at the board level. Acted as interim MD/CEO, steering successful transitions. Proficient in partnership management, business strategy, marketing, business planning, operational change, due diligence, and new product development. Adept at implementing change, sourcing new capacity arrangements, and pricing strategies across distribution.

Joshua Dooney

Senior AI Product Manager


About Joshua

Joshua has over 12 years’ experience at Avaya, specialising in Contact Centre solutions. As a Senior Product Manager for Avaya’s exciting Contact Centre as a Service (CCaaS) solution, Joshua is leading the AI, Routing and Self-service streams of Avaya eXperience Platform (AXP). AXP is Avaya’s digital Contact Centre solution that creates deeper connections and delivers intelligent customer service with AI-powered capabilities.

JP Horsfield

Contact Centre AI Specialist


About JP

JP is experienced in the design and implementation of enterprise solutions, primarily focussed on customer engagement & contact centre solutions alongside Unified Communications systems, in both cloud and on-premise architectures. He possess’ a strong track record in identifying, designing and developing innovative solutions to add value to the business and deliver a competitive advantage in this field.

Let’s talk

The Changing Landscape:

Is AI and ChatGPT (or similiar) revolutionising insurance Contact Centres and transforming customer interactions?

Addressing Privacy and Security Concerns:

Understand the potential risks associated with AI implementation, such as data privacy, security and ethical considerations, and learn strategies to mitigate these risks.

Workforce Collaboration:

Learn how AI can empower Contact Centre agents by providing them with intelligent tools, automating repetitive tasks, and freeing up time for more complex and value-added interactions.

Leveraging AI to Enhance Efficiency:

Explore the ways in which AI technologies, such as chatbots, voice recognition, and natural language processing, can optimise Contact Centre operations, streamline processes, and reduce costs.

Enhancing Customer Experience:

Discover how AI-powered solutions can enable personalised customer experiences, improve response times, and increase customer satisfaction.

Best Practices and Case Studies:

Gain insights from real-word examples and success stories, highlighting how insurance companies have successfully integrated AI into their Contact Centres while managing associated challenges.