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Insurance—Delivering omni-channel customer engagement solutions for the insurance industry

Improve conversion and retention on a single platform

Nuance has an omni-channel customer engagement platform that will cut your live interaction operational costs and amaze your customers with a much more efficient and enjoyable experience.

A Nuance insurance solution for every stage of the customer journey

From the customer acquisition stage to quote confirmation and sign-up. From payment processing to claims, Nuance virtual assistants, live chat, outbound text or email, and conversational IVRs can help contain calls and boost satisfaction.

And all of this can be achieved on a single, omni-channel platform that ensures the customer receives relevant, accurate and timely information across voice, digital and outbound channels.

Click here to read our blog post on the four stages of the insurance customer journey.

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Esurance case study

Esurance case study

Read how Nuance and Esurance worked together to propel online sales growth and customer satisfaction.

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Omni-channel engagement for insurance

Nuance's omni-channel customer engagement solutions work together to help Brandon to get back on track with his insurance payments and set up a payment plan to stay the course.

  • Creating digital outreach for smarter collections, ones that collect more and cost you less should be one of the key focuses for your collections strategy. Nuance’s Omni‑Channel technologies can help encourage past due customers resolve their delinquency through self‑service and provide an enhanced customer experience.
  • Brandon’s digitally engaged lifestyle enables him to stay connected to his accounts, even with his busy schedule. He’s set up alerts in his account settings to keep him updated and remind him when payments are due. While Brandon is in a meeting at work, he receives a call from Sphere insurance regarding his account but he’s not able to talk at the moment. Aware that he didn’t pick up the call, Nuance’s Omni‑Channel engagement technology sends him a text message rather than leaving a voicemail.
  • Brandon clicks the link and is brought to a micro‑site powered by a Nina virtual assistant. Using voice biometric authentication, Brandon easily verifies his identity to access his account. At Sphere my voice is my password. Once verified, Nina, the friendly, automated, virtual assistant provides a helpful offer regarding a payment plan to help Brandon get back on track with his account.
  • Working with Brandon, Nina is able to come up with a customized payment plan that fits with his current financial situation. Nina confirms the current payment and the future automatic payments that will be drawn from Brandon’s checking account. Then, to ensure that Brandon is getting top level service, Nina also sends a text message confirming the transaction and providing the number he can text to for future, convenient, channel‑of‑choice outreach to Sphere.
  • A text reminder and system intelligence allowed Brandon to take advantage of a special offer to help him get his finances in line. Voice biometrics quickly and securely authenticated him, and the Nina virtual assistant seamlessly processed his payment and updated his account information for future automatic payments.
  • These omni‑channel technologies provided a great customer experience through Brandon’s preferred channel while providing flexibility and efficiency via cross channel integration and contextual intelligence.
  • A win‑win for your collections and your customers.

Benefits

Improved conversion rates

As shoppers are evaluating coverage and requesting quotes, a Nuance virtual assistant and live chat can answer questions, steer customers toward resources and even provide quotes. Using proactive customer engagement, like an automated voice, text or email confirmation of a quote can help deflect calls. A well-designed Nuance IVR that employs natural language understanding can help contain those calls and boost satisfaction. Even if a shopper abandons the process before completion, a proactive engagement message can encourage them to complete the transaction.

Effectively collect premiums

Starting with automated payment sign up, Nuance virtual assistants and self-service IVRs can also make the premium payment process easy. Ensuring timely revenue streams and reducing delinquency and later on. For those customers not on automated payments, automated reminders through their channel of choice make it easy to take action from their computer, or better yet, their phone, enabling them to transfer directly to a payment web page or payment-enabled self-service IVR from a clickable text.

Make the claims and adjustment process more efficient

The initial application often requires a call into the contact center, so use Nuance’s industry-leading conversational NLU to enable customers to bypass frustrating menus, keypad presses and directed dialogue. From there, Nuance virtual assistants and conversational IVRs can address customers’ claims inquiries, or better yet, send automated claims status updates through text, automated voice or email. And Nuance’s sophisticated proactive customer engagement platform can not only send out reminders or confirmation of claims adjuster appointments, but also enable rescheduling within the applications.

Stats

See how our product stacks up

3%

Improvement in containment in the first year for Cigna following deployment by using customer insights

50%

Improved conversions for Esurance due to increased efficiency and visibility in chat

50%

Reduction in cost-to-serve for Direct Line Group after implementing live chat

Improve conversion and retention on a single platform

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