Better experiences for your agents and policyholders
From handling high-value claims processes to staying in compliance with industry regulations, the stakes are high for contact center agents in the insurance industry. Help your agents navigate every interaction with ease. Deliver an exceptional customer experience with Creovai Conversation Intelligence and Real-Time Guidance.
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Make your claims process effortless
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.
- 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.
Set every agent up for success
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.
- 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.
Develop a seamless customer experience
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.
- 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.
Stay on top of compliance and reduce QA time
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.
- 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.
“Creovai has been an exceptionally valuable tool for us in how we continue to evolve or customer support and sales strategies.”
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FAQs
What Creovai functionalities are tailored to the insurance industry?
Creovai maintains a library of insurance-specific insight categories--as well as a pre-built insurance industry dashboard--in our conversation intelligence platform. This makes it easy to automatically track important interaction events, such as claim types and friction points, right away. You can also buid your own custom categories in our conversation intelligence platform and custom workflows and prompts in our real-time guidance platform, giving you the flexibility you need for your specific business processes and evaluation criteria.
How does Creovai help ensure compliance with insurance industry regulations?
You can use our Agent Workflow software to walk agents through step-by-step processes in real time, ensuring they follow the appropriate measures. Our AI-powered Agent Assist software can further reduce compliance risks by serving agents dynamic checklists while they work and displaying a warning if it detects a potential compliance breach, allowing the agent to course correct. Finally, our Conversation Intelligence software analyzes 100% of your interactions to uncover patterns in compliance risks, allowing you to make large-scale process or coaching improvements to reduce future risk.
Does Creovai provide audit trails and reporting features for compliance verification?
Yes, Creovai makes it easy to build compliance reports and dashboards in our conversation intelligence platform. Our software also securely stores calls and transcripts that can be used for audit activities, with tracking for all user actions in the platform as well. Audit trails can also be obtained on request via Support ticket.
Does Creovai provide real-time prompts to ensure all necessary information is collected for various claim types?
Yes, our real-time agent guidance software allows you to build logic-based workflows and dynamic checklists that follow the conversation, ensuring agents collect the necessary information for all claim types. You can also integrate Creovai with your CRM and other data sources and automatically write back information collected during the call.
How does Creovai identify opportunities for cross-selling additional insurance products or coverage enhancements during interactions?
Creovai Conversation Intelligence can analyze your calls to determine which cross-sell and upsell offers are most successful in different scenarios. You can then use our Agent Assist software to build prompts for these offers that are automatically triggered by the appropriate scenarios. This helps your agents tailor coverage offers to your policyholders and increases the likelihood of a conversion.
How does Creovai ensure the security and confidentiality of sensitive customer data, including Social Security numbers and medical information?
Creovai has an automated redaction system that can remove Social Security Numbers, medical information, and other sensitive customer data from voice and text interaction records. We also encrypt all data with AES 256, and all data in transit is protected with TLS 1.2 or better.
Can Creovai be tailored to accommodate various insurance products, such as life, health, auto, and property insurance?
Yes, Creovai makes it simple to build out different real-time workflows and prompts to support different insurance products. Workflows advance in response to your agents' input from previous steps, and Agent Assist prompts are triggered by keywords in context, ensuring agents follow the appropriate processes for each product. Our Conversation Intelligence software also makes it easy to build insight categories for different product lines. You can use these categories for filtering and report-building in the platform, allowing you to track the customer experience and identify improvement opportunities for every coverage type.
