Ventiv Technology

Submitting an insurance claim Requesting a quote for a new policy or service Purchasing a new product or service Interacting through their policy account Customer Experience Insurance has often been described as a "low-touch" business with limited human interaction. Customer transactions traditionally take the form of four outreaches: In a world where customer needs and demands are constantly changing, insurers need to improve customer engagement to increase loyalty. Many carriers have begun the complex and arduous process of integrating their legacy and core systems to garner a more holistic view of their customer. But it is becoming clear that more help is needed. And AI and analytics can help fill the gap. Take Allstate for example. Allstate is the second largest publicly traded property and casualty insurance company in America. With total written premiums of $23.8B, it currently owns 9% of the auto market share for insurance. And like many of the leading carriers, it employs modern technologies to help it grow its customer base. BRAVE NEW WORLD | 10 Many carriers have begun the complex and arduous process of integrating their legacy and core systems to garner a more holistic view of their customer. But it is becoming clear that more help is needed. And AI and analytics can help fill the gap. Take Allstate for example. Allstate is the second largest publicly traded property and casualty insurance company in America. With total written premiums of $23.8B, it currently owns 9% of the auto market share for insurance. And like many of the leading carriers, it employs modern technologies to help it grow its customer base. Allstate debuted an artificial intelligence platform called Amelia (back in 2018) which was designed to improve the overall customer experience. According to Allstate Senior Vice President Carla Zuniga, "It became an important component of the company's customer service strategy. She (Amelia) provides our call center personnel with the information and procedures they need to address our customers' questions and concerns." This cognitive agent is trained on 50 different insurance topics and regulations across all 50 states. With an instant message interface, Amelia leads call center employees through step-by-step procedures to help answer a variety of customer questions, including policy and policyholder information. To date, the Amelia platform has been used in more than 3 million customer conversations.

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