Talkdesk announced Talkdesk Insurance Smart Service, an enterprise-grade contact centre solution tailor-made to elevate the policyholder and agent experiences. The new solution will provide a better way to alleviate the industries’ most critical customer experience (CX) pain points and expedite claims processing.
Combining self-service and agent assist capabilities with artificial intelligence (AI) and out-of-the-box CRM integrations, Insurance Smart Service modernises the policyholder and agent experience to deliver more convenient, personalised engagements, and faster claims resolution.
The solution impacts insurers, agents, and policyholders in a variety of meaningful ways, including:
- Drives policyholder loyalty – Advanced, simple-to-use virtual agent and self-service tools use AI and natural language processing to allow policyholders to quickly access relevant information and resolve questions 24/7 with the option to escalate to a live agent when needed. Policyholders can also easily communicate with agents across social and digital channels
- Empowers agents to do more with less – Agent assist features provide AI-infused, real-time recommendations, note-taking during live calls, automated follow-up tasks, and perform other practical functions to fuel agent productivity. Additionally, as policyholders self-serve, agents are also freed of common requests and able to focus on complex cases, tough renewal questions, and inquiries requiring greater personalisation or empathy
- Modernises contact centre operations – The solution’s robust features are powered by a highly scalable, cloud-based architecture that enables insurers to rapidly adjust to fluctuations in call volume and capitalise on opportunities. The platform also allows insurers to maximise existing technology investments while modernising their contact centre to better support a highly unpredictable industry in a digital-first world
Cory Haynes, vice president, financial services and insurance strategy, Talkdesk, said:
”Insurers are operating against a complex backdrop of factors, including climate change and other unpredictable events, emerging competitors, and consumers’ increasing preference for digital and self-service interactions.”
“Talkdesk Insurance Smart Service is specifically designed to equip them with the tools they need to navigate this terrain and leverage their contact centres to drive measurable business growth as they transform policyholder and agent interactions.”
