Learn how Conversational Data Intelligence is helping insurance companies deliver digital transformation
Re:infer gives insurance firms a new capability to efficiently build intelligent products, services and workflows that drive operational scalability, reduce intellectual waste and optimise customer experience.
Insurance runs on conversations
Insurance firms are under pressure to drive growth, increase operational efficiency, reduce intellectual waste and improve the customer experience.
Conversations are critical events in customer journeys and business processes — in emails, chats and case management systems. Every conversation contains valuable information about your customer’s needs, your products, services and processes.
Today, most insurance firms do not have an infrastructural ability to analyse or automate unstructured communications data at scale.
Re:infer turns any message into structured actionable data. Giving insurance firms a new capability to efficiently build intelligent products, services and workflows.
In the direct channel, Re:infer automatically classifies the intents, sentiments and emotions contained in multi-channel conversations (chat, voice, emails, social, feedback etc.). Re:infer builds a real-time picture of the customer’s experience, their wants and needs.
In the broker-underwriter channel, Re:infer extracts actionable client intelligence that drives cross-sell opportunities and actionable product feedback.
In claims, Re:infer classifies, routes and processes claims descriptions in minutes rather than days.
In operations, Re:infer can automatically discover and identify inefficient manual processes that are ideal candidates for automation.
Insurance firms use Re:infer to quickly develop NLP solutions, overcoming major digital transformation challenges
Customer experience – insights & analytics
Re:infer builds a complete view of the customer journey by automatically identifying experience in multiple channels, from sales calls, chats, online reviews, forums and emails.
- Discover the actions and behaviours leading to customer loyalty
- Identify the drivers of value and failure demand
- Bring visibility to the drivers of churn
- Uncover actionable insights that drive personalisation and promotions
Operations analytics
Re:infer provides deep insight into operations and processes that are highly manual and initiated via communications.
- Discover manual and repetitive processes in operations
- Identify business areas suitable for automation
- Gain visibility into root-cause errors
- Quantify decision making processes
Automation
By converting unstructured communication streams into structured conversational data, downstream automation tools like Robotic Process Automation (RPA) can be triggered in real-time to deliver Straight-Through-Processing.
- Action requests expressed in natural language and conversational data
- Bridge the gap between humans and IT in operations
- Accelerate digital transformation initiatives
Employee experience – insights & analytics
- Monitor employee trends globally
- Quantify sentiment from onboarding to exit
- Improve engagement and predict attrition
- Optimise change initiatives
The Re:infer platform truly follows the low-code/no-code mantra with rapid models created in hours by process SMEs, not data scientists. Re:infer is at the cutting edge of the Intelligent Automation spectrum.
“Re:infer's AI platform lets us understand what our customers tell us – at scale. Ultimately it helps us make better product decisions.”
"Re:infer gives us a clear signal of what conversations result in a purchase and which don’t. At the scale we’re operating at, this provides hard, statistical evidence on what is going on in these conversations and attributes that to the most effective sales behaviours."
“When I joined Farfetch I was totally cynical about text analytics. Re:infer has really changed my mind on that. The power of taking detailed qualitative feedback data and quantifying it is really special. Re:infer has definitely been good value for Farfetch.”
Re:infer enables us to hear every customer and plays a critical role in our customer-centricity strategy. With Re:infer we can continually improve our product, service and support to meet the demands of our customers.
"Re:Infer enables us to have a more data-driven approach, giving us the chance to digitise qualitative customer feedback, and even to embrace the so-far ignored silent majority of customers. As a CX leader, I feel much more empowered when our analysis is linked to revenue."
"We completely shifted our collective mindset on what productivity looks like. People used to think it was defined by how many tasks they completed in a day. Now, they see it as how much value they add in a day."
“We were able to capture years of the bank’s domain knowledge essentially overnight.”