Jake, with real-time assistance from the AI Agent Assist, delivered a hassle-free customer experience. In just a few clicks, he helped Elaine find an educational plan best suited for her requirement.
It is clear that the smart AI Agent Assist brought the best out of Jake. His excellence in his job will definitely reflect in his yearly figures.
In this article, we will see how AI Agent Assist helps insurance agents and improves the overall customer experience.
AI Agent Assist – It Completes Your Insurance Agent
What is AI Agent Assist?
As seen earlier, Jake saw a faithful companion in the AI Agent Assist because it played a key role in helping him deliver quick and personalized insurance solutions to Elaine. So, what does AI Agent Assist really do?
AI Agent Assist offers real-time assistance to Contact Center agents. Be it whispering crucial information or prompting personalized recommendation, Agent Assist maintains a fine balance between human and artificial intelligence. It is rapidly upgrading Contact Center solutions with groundbreaking precision and unprecedented efficiency.
Let us take a comprehensive look at all its features and see how it completes the Insurance Agent with real-time intelligence.
1. Natural Language Processing Engine: Natural Language Processing (NLP) processes the user input and flawlessly identifies the intent and extracts entities from their utterances.
The user intent determines the objective of the customer. They can be simple terms such as “Insurance enquiry” or “policy updates”. Intents are a combination of verbs and nouns that indicate a complete objective. The intent recognition program then processes the utterances.
Apart from intent, a major part of processing involves extracting key elements that complete the intended task. They can vary from dates and time to location-based information. This multi-layered NLP approach enables the Agent Assist to correctly identify the user’s objectives and deliver a precise solution in real-time.
2. Sentiment Analysis: The Agent Assist captures the keywords and phrases to calibrate an overall sentiment score. The score determines the mood of the customer and delivers apt recommendations to the agent. For instance, if a customer sounds low, the Agent Assist prompts the agent to show empathy.
3. Live Speech to Text Transcription: Say, a customer is voicing an inquiry about the latest long-term medical insurance plan. The Agent Assist transcribes the query into text. It details the documents with key information such as important timestamps and customer details. Furthermore, it proves as a rich source of data to the supervisor for auditing and analytical purposes.
4. Lead Generation: On the basis of extensive customer categorization, AI Agent identifies the customer preferences and nudges the agent with tailor-made recommendations. Its unprecedented precision inspires upsell and cross-sell with unbelievable efficacy.
5. Peer-to-Peer Connection: Agents can easily connect with their peers and supervisors in real-time for added assistance in case of complex queries.
6. Knowledge Bank: The Agent Assist is loaded with a vast knowledge bank of internal processes, customer history and product information. It helps the agents find solutions to complex queries with great ease. This significantly reduces the time taken by a new agent to resolve customer queries.
How Does AI Agent Assist Benefit Overall nsurance Solutions?
1. Boost in Agent Productivity: The Agent Assist prompts the agent with canned responses and assists with key information at the right time. Be it simple enquiry or complex claim related issue, the agent can calmly handle the situation and bring it to the right conclusion. The eventual result is increased resolution, enhanced accuracy and ultimately improved productivity.
2. Improvement in CSAT: Naturally, the excellent performance of the Agent is reflected in the customer satisfaction. With reduced call drops, low waiting time and faster query resolution, the customers find the overall experience to be a breeze.Over a period of time, companies witness a massive rise in the CSAT score.
3. Influence Upsell Effectively: The smartness of AI Agent Assist, on the basis of rich customer analytics and history, helps the agent to recommend the right product to inspire upsell as smoothly as possible.
5. Build Solid Brand Presence: With consistently flawless customer solutions across all platforms, Agent Assist establishes a firm brand presence and wins customer loyalty like never before.
Start With Engagely.ai’s AI Agent Assist
It’s an old cliche that time is of supreme value. As cliches reveal certain truths, we can all agree that it cannot be any truer about the Insurance Industry.
That is why, Engagely.ai’s Agent Assist gives Insurance agents a vital edge in delivering a flawless customer experience. By providing consistent assistance to them, it improves their productivity and ultimately take the customer experience to another level.
For businesses pondering on taking that leap to CX automation, Engagely.ai’s Agent Assist is a perfect stepping stone.
Author: Megh Bhavsar, Technical content writer, Engagely.ai
Senior content developer- Marketing
Akshada Benke is a content marketer at engagely.ai with more than twelve years of experience in digital content marketing field. She describes herself as a Philomath. She is confident & professional in developing strong consumer-insights driven goals to build brand and relationships.