Better experiences for your agents and policyholders

It can be challenging for agents and team leaders to stay on top of policy and process information—especially as regulations, company guidelines, and insurance products change. Creovai makes it simple to build flexible workflows that guide agents through claims processes and any other customer interactions.

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• Create dynamic next-best-action sequences to navigate agents through any scenario.
• Update and add workflows in a drag-and-drop editor—no IT assistance needed.
• Reduce the time agents spend searching for information—Creovai pulls relevant information into one interface.

Whether they’ve been freshly onboarded or with your contact center for years, all your agents must deliver consistently high-quality service. Real-Time Agent Assist is an AI assistant that meets agents where they are and provides the help they need—without creating unnecessary distractions.

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• Keep agents on track with AI checklists that adapt to the context of the conversation.
• Provide new agents with real-time coaching prompts to help them perform at the level of an experienced rep.
• Simplify handoffs and after-call-work with auto-generated call summaries and automatic data capture in your CRM.

Understand what’s causing your customers to contact you, and get to the bottom of long handle times, repeat contacts, and customer dissatisfaction. Creovai Conversation Intelligence analyzes every interaction and surfaces insights to improve your customer experience.

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• Identify the root causes of preventable contact center costs to improve your operations.
• Uncover reasons for customer dissatisfaction and effort so you can combat the sources of negative interactions.
• Track trends in contact reasons, product or service questions, and customer sentiment so your insurance company can proactively address issues and improve self-service adoption.

Managing compliance and QA can take significant time—and contact centers can typically only review 1-2% of their customer interactions. Creovai automates your QA process so you can monitor 100% of your interactions and dramatically reduce your manual evaluation time—giving your managers more time to focus on strategic work.

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• Avoid costly fines, legal fees, and reputational damage by tracking compliance criteria across every interaction.
• Identify the agent behaviors with the biggest positive impact on the customer experience—and build them into your coaching and real-time guidance.
• Centralize QA scorecards, agent goals, manager notes, and sample interactions in Creovai’s coaching hub for more effective coaching sessions.