How AI Can Solve Insurance Companies' Biggest Call Center Problem

Posted by Alyssa Verzino on Jun 21, 2019, 12:22:15 PM

 

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The biggest problem facing insurance companies' call centers isn't high call volume, it isn't long average handle time, it isn't a low rate of first call resolution, and it isn't even low net promoter scores. The biggest problem facing insurance contact centers is that it's too hard for call center staff to offer good service.

Difficult service is bad service. Easy service is good service. When the administrative aspects of insurance customer service are made easy, then call center staff have the extra "bandwidth" to be courteous, creative, and hyper-capable during customer interactions. Long hold times and low customer satisfaction are a symptom of your call center team not having the tools necessary to easily offer good service.

Artificial intelligence is here to change that.

In Talla's new eBook, "How Insurance Companies Can Use Automation to Improve Customer Service", we describe how AI can automate the "grunt work" of modern insurance call centers, so your service team can focus on offering good service.

Simply "adding AI" won't deliver customer service benefits any more that "switching to SaaS" or "adopting Agile." Artificial intelligence must be integrated in the right places and in the right way to ensure AI drives real value.

In "How Insurance Companies Can Use Automation to Improve Customer Service", you'll learn the three key areas to deploy AI to in your contact center to make sure that service gets easier, so call times drop, and call quality goes up.

"How Insurance Companies Can Use Automation to Improve Customer Service" demonstrates how AI can simplify and streamline your call center team's workflow -- and how that "simple" benefit can drive improvement in every important contact center service metric.

If you're ready to learn the best way to deploy artificial intelligence in your contact center, download "How Insurance Companies Can Use Automation to Improve Customer Service" now.

And if you're ready to start your journey toward AI-enhanced customer service, contact Talla today.

Topics: Customer Support, automation