![]() 34% for the voice channel.ĭownload the Verint Experience Index: Health Insurance More and more health insurers are investing in conversational AI-powered solutions that not only provide information about things such as policies, providers, and costs, but can also deliver actionable outcomes, such as sending a member a new ID card.Īccording to our industry research report, Verint Experience Index: Health Insurance, consumers, especially younger generations, prefer to first interact via digital self-service – on average 39% vs. Digital Transformation in Insurance Needs to Include Conversational AI To gain competitive advantage and capture more market share, health insurers need to re-think customer service and retention strategies by strengthening their relationships with their members, especially when it comes to self-service.īecause if YOU can’t meet members’ expectations, those members will go in search of a new company who can. While great strides have been made in this space to become digital-first, there’s more work to be done. Their health is obviously important and personal to them, and they expect their insurer to deliver a member experience that makes them feel heard, respected, and secure. When today’s members interact with their health insurance provider, they’re in need of easy access to answers and quick resolutions. Improve My CX Reimagine your CX initiativesĭigital transformation in insurance has been underway for many years and was recently accelerated by the Covid-19 pandemic.Move to an Open CCaaS Platform CX Automation with a Modern CCaaS.Move to the Cloud Innovate faster and avoid IT hassles. ![]() ![]() Understand My Potential ROI Evaluate your potential ROI.Improve My Service Quality Total quality across all customer touchpoints.Shift to One Workforce Increase CX capacity, flexibility, and agility.Fraud and Security Solutions Improve bank security investigations.Financial Compliance Trading and financial services compliance.Voice of the Customer Cross-channel CX insights.Knowledge Management Consistent & compliant answers.Self-Service Digital engagement across channels.Analytics and Insights Speech, text & desktop analytics.Channels and Routing Unify omnichannel experiences.Real-Time Assistance Automated guidance, right now.Quality and Compliance Enhance performance & reduce risk.Forecasting and Scheduling WFM across all touchpoints.
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