Pitch Perfect Omni-channel:
Redefining CX with Voice Intelligence
Insurance companies often struggle with handling sudden spikes in demand or unforeseen events, making it difficult to provide timely access to advisors. Gathering customer information from various systems adds to wait times, leading to dissatisfaction and limited support capabilities, hampering operational agility. To address these challenges, insurance Customer Experience (CX) operations can now employ a seamless contact deflection through a voice capture channel.
ConverseEX, a key microservice of WNS EXPIRIUS, offers insurers a smart Voice AI solution, developed in partnership with SaaS solution provider, Amazon Web Services (AWS) and WNS-Vuram using Appian. Tailored for the industry, this omni-channel solution aims to simplify customer journeys during policy and claims servicing, thus optimising contact center performance by cross-leveraging resources & effectively allocating them to handle critical transactions.
Utilize the solution across the insurance value chain for various purposes:
- Sales, service and claims inquiries
- Optimization of service delivery during out-of-hours
- Efficient claims management during weather events
- Optimization of roadside assistance programs