Insurance

Young woman working in call centre, surrounded by colleagues

AI makes your
call centers
brand differentiators.

Cogito AI gives your CX a competitive advantage.

No matter how differentiated your products and services may be, what really identifies your brand is its customer experience. That’s where Cogito AI comes in.

Insurers such as MetLife are improving net promoter scores 7% and first call resolutions 5%. Claimant engagements have risen 15%.

Average handle times have dropped as much as 10%!

They’re doing it by using Cogito AI to ensure consistently high emotional intelligence on every call, across the enterprise, whether agents are working in-house, remotely, or as BPO outsources.

Slash customer churn by raising CX.

Insurance is complicated. Policyholders have trouble evaluating policy details. Instead, they evaluate your products in terms of their customer experience.

And in making it easier for customers to serve themselves, insurance companies have made it easier for customers to switch. It’s vital to please them when they call. And they call with the hardest problems.

Cogito helps guide representatives to provide a higher quality experience by ensuring they promote understanding, present competence, and drive empathy in every conversation.

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Mature adult female manager and mid adult female employee stand in the conference room and discuss staffing issues.

Improve operations
at all levels of the organization.

Cogito does not stop with raising agent performance. Supervisors use Cogito data to provide more informed mentoring.

And Cogito data informs decisions at the highest levels of the enterprise. New features such as Cogito™ True Sentiment pairs the Cogito CX score with transcriptions, overcoming the chief flaw of conventional sentiment analysis and enabling truly informed text analytics.

A Fortune 100 Insurer has slashed customer interruptions—one of customers’ top three peeves—38%.

And it does so by supporting the human connection that keeps customers coming back and agents fulfilled in their careers.

Scale empathy across the enterprise.

Cogito offers the first scalable way for every agent to display more consistent emotional intelligence, delivering empathy on every call.

Improving the empathy of phone agents creates stronger human connections, leading to better conversational outcomes, such as:

  • Reduced call handle times
  • Increased first call resolution
  • Improved customer satisfaction and net
    promoter scores
  • Increased customer lifetime value

For a no-obligation demonstration, contact us today.

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