As customers find policy comparison ever easier whilst reducing switching costs, Insurance companies are looking to customer experience as a key retaining differentiator. In this kind of highly competitive environment, it only takes one poor customer service event for a customer to switch to another provider, taking at least eleven people with them according to research.
Since customers only really contact their insurance provider when paying money or claiming on a policy due to a personal tragedy, creating a world class customer experience is hard to get right and easy to get wrong. Add the mistrust created by newspaper headlines, and it would seem Insurance providers are in an impossible position.
Lisa’s AI help insurers monitor and verify compliance of external regulations, internal conduct and even brand experience that affect how insurers do business and deliver a world class customer experience. Lisa replaces QA monitoring, listening to every call, every hour of every day and flagging any compliance, brand or training issues for a single agent or themes right across a business.
World Class Customer Experience
Lisa’s AI automatically provides insight into customer pain points and unmet needs which helps deliver a world class customer experience
Lisa listens to every conversation and can flag compliance issues & training needs for single agents or whole groups
Lisa automatically provides product and service insights to drive product management and development