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Providing superb end-2-end customer journeys across channels

To make the customer experience relevant among all customers and prospects, AI-enabled customer engagement can help insurance providers to deliver personalized and proactive interactions, reduce cost, and provide seamless experiences to its customers in their preferred channel, location, and time.

Transcript:
[Narrator] Providing suburb end to end customer journeys across channels is the foundation for successful insurance providers today, and into the future. To make the customer experience relevant among all customers and prospects, AI-enabled customer engagement can help insurance providers to deliver personalized and proactive interactions, reduce costs, and provide seamless experiences to its customers in their preferred channel, location, and time. Meet Mary, Geoff, and Ava. Each one of them needs to change their address with their insurance provider, but they each have a different preference for doing so. Let's follow their journeys. We'll start with Mary, who is a retired baby boomer. When it comes to changing her address with Youplus Insurance, Mary does a bit of research on the Youplus site, and feels confident she can handle this herself. Of course, when Mary feels she needs a bit of help, she prefers talking to a real person. Mary knows that she can count on Youplus to help her out. In fact, using Pega customer service, the service rep has the ability to anticipate customer needs, continuing the interaction from where Mary left off, and is intelligently guided through each step in order to quickly and effectively meet Mary's needs. Next we'll go to Geoff. Geoff is a Gen Xer and a busy father of four. He is constantly on the go, and prefers to use his mobile device to get work done whenever he can catch a spare moment. Geoff chooses to update his address while he is waiting for his son's baseball game to start. He pulls out his phone, and navigates to Youplus Insurance. Not quite sure what to do, he engages with the chat bot. The chat bot is able to provide him information, as well as take his address change. The game starts before Geoff is able to finish. And so Geoff abandons the chat bot. Not to worry, the next morning, Youplus sends Geoff a proactive notification, reminding him of his pending address change. They even send him a link to web self-service to have him continue where he left off. While Geoff is on the commuter train to work, he clicks the link, and is provided a seamless experience where he is able to complete his address change, all on his preferred channel, his location, and at a time convenient for him. Finally, we meet Ava. She is a millennial, and is all about keeping up with the latest technology. Ava has integrated Alexa into her daily routine. So when it comes to updating her address, she asked Alexa for help. Youplus' Alexa skill is not only available to answer simple questions, but is able to process her address change. Unfortunately, Ava gets interrupted, and doesn't finish. Like George, Ava also receives a proactive notification reminding her of a pending address change. However, Ava prefers to text, which Youplus knows. And so she is sent a link to complete the process through texting. Ava responds quickly, and completes the process. Mary, George, and Ava each completed the address change in a seamless manner, driving retention and ROI for Youplus.


Tags

Herausforderung: Kundenservice Industry: Versicherungswesen Produktbereich: Kundenservice Thema: Kundenservice

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