TALKING

Policy administration and servicing , traditionally bogged down by manual processes , are ready for Artificial Intelligence-driven transformation . Smart chatbots , which are becoming increasingly human-like , now answer customer questions and provide 24x7 support . claims process and getting customers their money faster , she notes .

Artificial Intelligence ’ s potential extends to lead qualification and prioritisation in sales . By analysing extensive data sets , Artificial Intelligence can help target the right customers , reduce churn and improve sales quality . This is particularly beneficial in a sector with high customer turnover , where selecting the right customer from the outset is a key advantage . Artificial Intelligence can also detect fraud , predict customer behaviour , and assess credit risk .

The feedback these smart chatbots provide helps insurers to identify , calculate and price risks more accurately . Artificial Intelligence-powered fraud detection tools are helping insurers to identify and prevent fraudulent claims , and Artificial Intelligencepowered claims processing tools are streamlining the

Once a futuristic concept , Artificial Intelligence is a present-day reality with enormous potential . As insurers continue to explore and understand Artificial Intelligence ’ s capabilities , we can expect a more dynamic , efficient , and customer-centric industry that aligns with its values and responsibilities . p

Contact centres still struggling with personalisation

According to exclusive online research on customer service quality conducted by Infobip , a majority of survey participants , 51.3 % give a brand two chances . Following this , 22.1 % of respondents grant businesses just one chance , before taking their money elsewhere .

The research reveals that the biggest challenge faced by customer service agents is time , particularly , the speed with which inquiries can be resolved . When speaking with contact centre agents , 44.2 % of respondents expressed that their experience would be enhanced if they could immediately connect with the appropriate person , while 40.4 % highlighted that a quick answer to their query would improve the engagement .

It is also clear that contact centres still struggle with personalisation , with customers wanting to feel that a particular brand knows them and their needs and preferences when they engage with an organisation .

The issue of repetition is also a significant concern for customers – for example , if they have been prompted to provide their ID number at the start of the call or have already furnished the details of their query via a different channel , most are reluctant to repeat this information .

According to the research , the retail industry receives the most complaints , with 43.9 %, followed by food delivery companies , 19.1 % and utility companies , 16.4 %, with queries often focusing on long wait times and unresolved complaints .

Effective communication and engagement with customers is therefore key , as a positive service experience significantly impacts brand loyalty , with 64 % of correspondents saying that a positive customer experience made them a brand advocate .

The research also finds that while effective digital communication is crucial and email remains the preferred channel , call centres are still preferred over chatbots and social media , emphasising the need for personalised and timely engagement .

Brands can improve their customer experience by ensuring that they can be reached on multiple channels in order to resolve complaints or queries in a timely manner . For instance , brands that use chatbots to manage frequently asked questions usually have a high net promoter score , because customers do not have to connect with a contact centre for simple queries , such as requesting documents or basic information .

This can easily be managed by a chatbot and alleviates a lot of pressure on a contact centre , freeing up agents to deal with the more pressing and concerning issues that customers might have .

The nature of the interaction also plays a major role in customer service . Customers want to feel like the brand knows them personally , so organisations should ensure that whatever customer data platform or system they are using is populated with customers ’ details .

Ultimately , when a customer engages with a contact centre or a chatbot , the interaction must have a human element to it that makes a customer feel as though the brand actually knows them and is invested in helping them .

Brighton Chidoma , Senior Client Success

Executive , Infobip

32 INTELLIGENTCIO AFRICA www . intelligentcio . com