Life can be tough. Say you get in a fender bender. Or your basement floods. Perhaps you take a very public tumble on your next run and break your ankle. In these stressful moments, having a reliable insurance provider matters.

But good coverage isn’t enough to entice customers to choose one provider over another. You must also deliver high-quality, seamless customer experiences to stay competitive.

Studies by McKinsey & Company show that CX leaders in the insurance industry outperformed their peers by up to 65%. These companies also had greater revenue growth, lower expenses, and higher employee satisfaction scores. Other reports found that insurance customers repay excellent service with loyalty.

So, how do you elevate customer experience in your insurance company? An artificial intelligence call center could make a world of difference by helping you stay competitive and improve CX.

The Transformative Role of Artificial Intelligence in Call Centers

Artificial intelligence is taking the call center industry by storm. In fact, the call center AI market is poised to exceed $4 billion by 2027. Why? Because AI tools address some of the key gaps in call centers. With AI, companies across every industry can deliver fast, seamless service that’s personalized to each customer.

• AI drives seamless service with intelligent routing. Call centers are swapping manual routing systems for intelligent ones left and right. And for good reason. Intelligent routing systems can analyze customer history, query type, and agent expertise. Then, using AI algorithms, they match callers with the best-suited agents. With intelligent routing, call centers can ensure customers reach the right person. This reduces wait times and improves resolution rates.
• AI enhances self-service with IVAs. Call centers are integrating AI virtual assistants (IVAs) into their IVRs to help answer customer inquiries. These systems use voice recognition and natural language processing to help customers navigate menus, answer questions, and access information. All without human intervention. IVAs can expand self-service options, speeding up service.
• AI provides round-the-clock support. Conversational AI, like chatbots and virtual assistants, provides customers with round-the-clock support. These AI tools can handle routine inquiries and guide customers through basic processes. And with 24/7 support, customers receive the help they need whenever they need it.
• AI supports better decision-making with advanced analytics. AI-driven analytics tools analyze customer interactions and behavior to gather critical insights. By evaluating these interactions, companies can identify common pain points. Your call center can also use analytics to track performance metrics, which can give you a heads-up on common trends and behaviors. This lets you make data-driven decisions to improve your service quality.
• AI automates tedious tasks. Automation tools take over the repetitive tasks that burden agents and slow down service times. Your call center can automate data entry, appointment scheduling, and follow-up communications with AI. This not only boosts efficiency but also reduces the risk of errors. Plus, agents can focus on more complex and value-driven interactions.

Enhance your operations and service with these contact center intelligence tools.

How to Boost CX with Artificial Intelligence in Your Insurance Call Center

Here are a few ways an artificial intelligence call center can help you boost customer experience.

Offer 24/7 Claim Support

Accidents happen at all hours of the day. That means your customers will have questions or need to file claims beyond the typical 9–5 window. Using an artificial intelligence call center, you can support customers 24/7, making it convenient for them to reach out whenever they need you — without increasing your staffed hours.

Use AI chatbots and virtual assistants to guide policyholders through the claims filing process. This provides constant availability to customers, ensuring they can report incidents and start a claim immediately, without waiting for office hours.

Reduce Human Error

One slip-up during the lengthy and complex claims process can have serious consequences. While your insurance agents might get tired or miss a key data point, AI won’t.

AI reduces the risk of human error in data entry and claims processing. Using automation and QA, AI ensures information gets recorded accurately and consistently. This precision is crucial, helping reduce costly errors and customer dissatisfaction.

Add AI to your workflow and scale your service with Go.AI.

Prevent Fraud

According to the FBI, insurance fraud costs more than $40 billion a year, increasing premiums for U.S. families between $400 and $700 annually. Yikes!

Adding an artificial intelligence call center helps prevent fraud and saves money for everyone (except the fraudsters, of course).

AI algorithms excel at detecting patterns and anomalies. And they do so with greater accuracy and speed than humans. Because AI continuously monitors transactions and claims, it can proactively flag suspicious behavior for further investigation to prevent fraud. This protects your resources and maintains the integrity of the claims process, keeping your customers’ premiums low.

Process Claims Quicker

Processing claims is an arduous process. Agents must assess a ton of info with 100% accuracy. It’s no surprise that this lengthy process leaves customers frustrated and feeling neglected. But with AI, insurance companies can streamline the entire process, from initial filing to final resolution.

AI accelerates claim processing time by automating routine tasks and providing agents with relevant information. Faster claims resolution means policyholders receive their payouts faster. Plus, your company can handle more claims, and customers are more satisfied.