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Insurance

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.

Key Benefits

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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

  • Map and personalise customer journeys across channels
  • Listen, decipher and act on every interaction to uncover daily themes and topics
  • Identify problem interactions to proactively address issues
  • Identify and spread best practice improvements from analytics insights
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    Total Compliance

    Lisa listens to every conversation and can flag compliance issues & training needs for single agents or whole groups

  • Listen to every conversation, every day
  • Tailor training and call scripts based on best practice and language with a negative semantic impact
  • Lisa redacts sensitive information from voice transcripts
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    Sales Improvements

    Lisa automatically provides product and service insights to drive product management and development

  • Identify language the customers use about your product
  • Listen and decipher the sales best practice of your most successful agents
  • Identify daily trends and campaign success factors to drive upsell and cross-sell
  • Use Lisa to monitor competition and modify campaigns and sales strategies
  • Accelerate your business with AI