Daisee Solution: Conversational Analytics Platform with Sentiment & Quality Intelligence
Key Outcomes: 99% uplift in QA coverage, real-time sentiment insights, enhanced coaching
The challenge: Human-centric claims in a complex environment
Acenda, one of Australiaʼs largest life insurers, partners with Daisee for a more human-centric claims process.
For life insurance customers, making a claim can be a difficult time. Not only are they often facing financial uncertainty following a health scare or the loss of a loved one, but the claims experience itself can feel overwhelming.
Previously known as MLC Life Insurance, Acenda upholds a ‘Here for youʼ claims philosophy that prioritises its customers, supporting them with empathy, clarity, and professionalism throughout every step of the claims process.
However, Acendaʼs traditional quality assurance methods were only analysing a small sample of customer interactions, which meant feedback opportunities were being missed. Acenda had limited real-time visibility around both how their customers were feeling when interacting with their claims team and how these interactions were impacting the well-being of their claims team.
To better understand these experiences, Acenda started looking at AI-powered learning opportunities available in the market, ultimately partnering with Daisee.
The solution: Bringing AI-powered voice analytics into the claims journey
By leveraging Daiseeʼs voice analytics platform, Acenda was able to gather real-time insights into its customers experiences.
Features included:
• AI-driven Natural Language Processing (NLP) across all inbound and outbound claim calls.
• Machine learning-based transcription and insights.
• Customised dashboards for Acendaʼs leaders and quality assurance team (accessible from anywhere and showing real-time insights).
• Near time quality assurance alerts and customer sentiment analysis.
• Tools for identifying sensitive calls and complaint risks.
• Coaching features tailored to the development of individuals and teams.
"Daisee has shared some important insights and added a virtual team member whoʼs always listening, always learning."
- Senior Claims Leader, Acenda
The onboarding experience
Daiseeʼs Customer Success Team helped Acenda seamlessly integrate Daisee into its existing workflows – and the benefits were immediate.
Improvements included:
• A 99% increase in the quality assurance coverage of customer interactions.
• Over 90% accuracy in AIʼs prediction of customer sentiment during claims calls.
• Faster customer insights, leading to better coaching opportunities for the Acenda Claims Team, boosting team performance and confidence.
• Greater visibility of sensitive calls, allowing Acenda to better support its claims team and enhance employee
wellbeing.
• Uplifted partner reporting, with tailored operational reporting requirements.
“Daisee collaborated closely with our team to understand our unique requirements, provided clear guidance, and ensured we were fully equipped to maximise the platform from day one. This collaborative approach and responsiveness facilitated smooth adoption, enabling us to unlock value quickly and integrate Daisee into our operations with confidence.”
- Operational Excellence Leader, Acenda
Whatʼs next: A smarter claims experience with AI
By quickly establishing effective ways to gather and gauge customer sentiments, Daisee provided Acenda with the data-backed insights to enhance the experiences of its customers and claims team.
As a next step, Acenda is now exploring how generative AI and large language models can be best utilised to support further improvements in its claims service design and help drive future innovations.
Daisee Comment
“Acenda has been a valued customer for over two years, and itʼs been incredible to see how theyʼve embedded Daisee into their operations. Their alignment of the platform with their ‘here for youʼ claims philosophy shows a deep understanding of the human side of claims, and their ongoing commitment to innovation makes them a standout partner. Theyʼre collaborative, forward-thinking, and consistently push the boundaries of whatʼs possible with our technology.”
- Adrian Mottershead [CCO], Daisee
About Acenda (previously MLC Life Insurance):
MLC Life Insurance is now Acenda. While our brand and logo are new, our products, services, and enduring commitment to safeguarding Australian futures remain the same. With a trusted heritage that goes back over 135 years, weʼve been helping to protect what our customers value most – their futures, and those of their loved ones – through access to innovative and flexible insurance solutions. Acenda is part of the Nippon Life Group, one of the worldʼs leading life insurance companies.
.webp)
