Insurers across the country are currently facing a number of challenges
Speed of response has fallen, from an average 18 seconds in 2010 to
102 seconds today
Call centre agent productivity has been stagnant over the last
10 years, at around 55%
With more people leaving the insurance Contact Centre industry, a large skills gap is making it difficult to improve on these numbers
Exploring risks and opportunities for AI in Insurance Contact Centres
This webinar is a panel-led discussion with speakers from IPI, Avaya, Blieve and a special guest from Google that will shed light on the risks and opportunities associated with the integration of Artificial Intelligence (AI) in Contact Centres for insurers.
The Power of IPI and Avaya
IPI and Avaya demonstrate how technology can be used to address these challenges, and how existing investments can be leveraged to deliver the high-quality service levels that clients demand. The innovative solutions available to insurance companies and large brokers are largely non-disruptive, having been designed to work with legacy, as opposed to against it.
Innovation without disruption
Automation is top of the list. The majority of queries insurers receive from their customers are simple ones that can be automated.
Using AI to respond to these basic queries can be layered over existing processes very quickly providing real innovation without disruption.
Discover IPI’s AI Cafe – a no-cost morning workshop to assess the opportunities for AI in your operations across your customer experience channels. Find out more in our asset library below.
Weighed down by legacy
The combination of emerging technology, changing customer expectations, regulatory pressure and a new modus operandi in the workplace means if ever there was a moment to grasp the nettle of delivering a great customer contact strategy, 2023-2024 is it.
Read IPI and Avaya’s full thought leadership piece here.
How can we can help you to deliver an enhanced customer experience?
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