Omilia Conversational AI Helps Insurance Companies Build Customer Excellence Cultures

Streamline Customer Experiences and

Prioritize Agent Time with Omilia Conversational AI.

Conversational AI Helps Financial Services Companies Achieve Digital Transformation Goals

Streamline Calls And Save Agent Time With Omilia Conversational AI’s Dynamic Self-Servicing.

Buyer Changes Are Forcing Insurance Companies To Prioritize Delivering Superior Customer Experiencest

The insurance industry is undergoing a customer experience overhaul designed to drive loyalty and retention—and the stakes have never been higher.

With twin challenges from emerging insurtech providers and pandemic-led changes to policyholder expectations, reorienting around customers is no longer optional.

Artificial intelligence is helping insurance companies transform from ‘detect and repair’ to ‘predict and prevent.’ Delivering value and solving real customer problems have become the main priorities.

However, these priorities must be managed alongside the pressure to reduce costs, improve customer insights, and manage fraud.

Conversational Voice for Insurance

There’s more pressure than ever to reduce call times, but even the most straightforward answers can require significant explanation. In addition, frequent misrouted calls add to policyholder frustration.

Unfortunately, queue abandon rates are higher than ever, and legacy bad customer service automation experiences have created issues for policyholders and insurance call center staff.

With Omilia Conversational Voice, insurance customers can complete a wide range of conversations that simplify caller experiences and lower costs. Conversational Voice asks questions in a natural, fluid, conversational way.

Using artificial intelligence, it clarifies responses, asks follow-up questions, and completes a wide range of conversations ranging from policy recommendations to claim settlements and even buying new policies without involving a live agent.

Claims Processing

Account Management

Quote
Provider

Policyholder Queries

Broker management

Fraud
detection

1 +

Flows

5330

Entity
Instances

200 +

Intents

130 +

Entity
types

With Omilia Conversational Voice, insurance customers can complete a wide range of conversations that simplify caller experiences and lower costs. Conversational Voice asks questions in a natural, fluid, conversational way.

Using artificial intelligence, it clarifies responses, asks follow-up questions, and completes a wide range of conversations ranging from policy recommendations to claim settlements and even buying new policies without involving a live agent.

Loan
Applications

Account Management

Policyholder Queries

Quote
Provider

Broker management

Fraud
detection

Natural Conversations
Keep Callers Engaged

Callers express themselves naturally, responding as if Conversational Voice is human.

If a caller’s response is vague or unclear, Omilia automatically clarifies with follow-up questions.

Go from 0% containment to 40% containment in a matter of weeks.

+27 Virtual Agent skills ready for API integration.

Improved
Automation

Omilia’s commitment to security means your automation is safer.

Hyper-tuned models let you do more complex automation.

Wizards give you best practices and complete control.

Out-of-the-box bots designed for insurance

Voice Biometrics
Authenticates Callers

 

Advanced voice biometrics let you validate a caller’s probable identity before reaching an agent.

Automated business logic can save 40 seconds per call.

Conversational Chat for Insurance

Contact centers are overwhelmed, with too much time spent on low-value inquiries. This is magnified by policyholders who make multiple calls to solve the same issue.

Many of these questions don’t require human interaction and should be answered before an agent gets involved.

Omilia Conversational Chat ensures customer interactions are in sync with your insurance company’s digital transformation and helps you reduce costs. Our data models are optimized for specific insurance tasks and help solve complex queries in the AI chat experience.

 agent.

Conversational Chat is an insurance chatbot that instantly responds to routine account management, cancellations, discounts, cards and documentation, and billing/payment queries, all without involving a human.

Retain Customers During Business Change

Offer assistance for inquiries not served by the digital transformation.

Guide customers to new and changing functionality without involving an agent.

Keep customers aligned with your changes.

Create Efficient 

Workflows

Deflect calls from voice sessions to Conversational Chat sessions.

Guide customers even without logging in.

+226 Intents ready to go, spanning all lines of business.

Provide Reactive and Proactive Help

AI chat proactively offers help, up-sell, or cross-sell based on customer behaviors.

Automatically ask follow-up questions to clarify customer responses.

Route calls with detailed information to human agents if requests can’t be self-served.

Omilia Authentication and Anti-Fraud for Insurance

While innovation and digitization positively disrupt the insurance industry, the acceleration of digital processes has also amplified insurance fraud. It’s challenging to keep up with modern fraudster techniques, ensure data protection and privacy, and maintain internal data quality.

While historical approaches to solving these challenges with automation have had some success, they’ve also created a “lowest common denominator” effect, frustrating policyholders and insurance call center agents alike.

Omilia Authentication and Anti-Fraud use a caller’s natural speaking patterns instead of traditional verification questions. It integrates with your fraud analytics software, checking a caller’s voiceprint against known fraudsters in real-time while reducing call times for legitimate customers.

This enables staff to act quickly to prevent fraud, saving insurance companies from significant losses.

Easy, Opt-In
Enrollment

Sample the customer in the IVA or while they speak to an agent.

No special passwords to remember. The caller doesn’t have to say or do anything unusual.

The straightforward opt-in process encourages customers to participate and get serviced faster.

Go Beyond Simple
Biometrics

Inspect and analyze phone numbers to determine their authenticity.

Maintain a list of known fraudster voices, and assess these for all future calls.

Monitor user behavior to learn if someone calls in too often or attempts to gain access to multiple accounts.

Shrink AHT to Reduce
Staffing Costs

Multifactor voice technology listens in the background to verify caller identity, saving up to 40 seconds on each call.

Easy authentication strategies improve caller engagement in AI technology, helping you deflect more callers away from agents

Hear what our customers say

Learn How Omilia Can Help Insurance Companies Streamline Customer Experience And Prioritize Agent Time
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