Trust and security are the cornerstones of insurance companies. Customers expect not only competent advice, but also fast and reliable support, especially in crisis situations. In the fifth part of our series “Customer Journey 2024 - Evolution of the customer journey”, we look at a specific example from insurance customer service. We show how to offer the best customer experience with the right tools.
Insurance companies are expected to support you when you need them. That’s why fast communication, good advice and efficient solutions are essential to ensure trust. In this use case, we take a look at how insurance companies can use AI-supported contact center solutions to improve their service quality and relieve their employees at the same time.
The most important tools for insurance customer service
The right omni-channel solution enables all customer inquiries – regardless of the channel – to be processed efficiently and seamlessly. This allows you to maintain an overview and process inquiries seamlessly, even at peak times.
Chatbots and AI-supported systems can quickly resolve routine queries or provide personalized recommendations. This saves insurance companies valuable human resources that are needed for complex consultations.
Insurance companies save a lot of time with a self-service platform. Customers can access all contracts, submit claims and adjust their data themselves – around the clock. This significantly reduces the workload for employees and increases customer satisfaction.
The security of customer data is our top priority. State-of-the-art security protocols protect the information and create trust, which is essential for long-term customer loyalty.
Innovative service in the insurance industry
In the insurance industry, a flexible and efficient contact center is essential. In this case study, we look at how one company is creating an evolution of the customer journey by implementing advanced solutions from LinkThat.
The initial situation
Ms. Marchetti, team leader of the customer service department of an insurance company, receives a weather warning for heavy hail the next day. To be prepared for the expected high volume of inquiries, she uses the workforce management tool from LinkThat CORE. She gets an overview of the next day’s employee resources and changes shifts to prevent staff shortages. She also informs the entire team so that all employees are optimally prepared for the upcoming damage reports.
All in one - CUBE in use
From phone, email, chat to social media – the next day, as expected, the hailstorm results in numerous inquiries. Thanks to the seamless integration of LinkThat CUBE, all channels remain clearly united in the CRM interface. The CTI middleware offers a 360° customer view and supports employees with customer recognition and contact history. This means that all data is immediately available and no manual searches need to be carried out.
Assistent ECCO is listening
LinkThat ECCO, the AI for voice channels, also acts as a helpful listener for all calls. ECCO analyzes the calls in real time and automatically provides employees with the appropriate documents, links or pre-filled forms based on predefined keywords.
Ms. Marchetti had already stored all the important links and shortcuts for the keywords “hail” and “hail damage” the day before. The agents immediately receive the relevant information and documents in the softphone. This significantly speeds up customer service in this crisis situation.
ECCO thus saves agents and customers valuable time.
Automatically to the right destination:
PRISM e-mail routing & image recognition
Many customers also send pictures of their hail damage to the insurance company by e-mail. This is where LinkThat PRISM comes in:
On the one hand, email routing with AI and attachment analysis automatically assesses every incoming message – regardless of whether it is text, images or other file attachments. Based on recognized keywords, patterns and rules, PRISM assigns the emails and takes them to the right destination. This facilitates the further processing of the numerous customer inquiries.
In the next step, PRISM takes care of image recognition. The AI is specially trained to check the validity of the images. The verified hail images are automatically categorized according to the size of the damage and forwarded to the relevant insurance department.
Analysis and reporting
Thanks to the use of powerful tools, all inquiries were answered quickly and processed further by the claims department. The day ran smoothly, with no idle time or delays. This increases customer satisfaction as well as the efficiency of the team.
At the end of the day, Ms. Marchetti evaluates the team’s performance using CORE’s analysis and reporting toolset. All important insights and KPIs are displayed here so that she can decipher optimization potential and refine future deployment plans.
With the right support, any situation in insurance customer service can be handled with ease. The combination of AI-supported tools, omni-channel support and data analysis ensures efficient employees and therefore satisfied customers.
In crisis situations, the insurance industry can create trust and strengthen customer loyalty through personalized and fast service.