Current Situation
To meet customer expectations to engage through different channels, many organizations are investing in omni-channel strategies. Consumers seek seamless experiences across various touchpoints, including websites, mobile apps, social media, and live chat. Companies provide consistent support and information through integrated omni-channel customer care solutions. To ensure the success of their omni-channel initiatives, it is important to invest in automation to improve efficiency, productivity, and quality of service.
Goals and Objectives
Invest in multichannel integration to enable frictionless services for customers and partners across channels. Invest in digital capabilities to increase the efficiencies of insurance back-office operations and improve the ability to transform different LOBs. Consider investments in areas such as intelligent email management, automated call centers, web chats, and staff support solutions.
Technology Deployed
Digital distribution platform, RPA, Cognitive capabilities, Advanced analytics, Cloud
Use Case Summary
Automate manual operational processes across different channels with the aid of digital technologies to support the ability to improve current processes, handle service requests more quickly and accurately, cut costs, and accelerate the transformation journey