An analyst-chaired roundtable case study discussion that showcases the benefits of modernizing contact centers through the use of AI-driven technologies. AON, a leading global insurance group specializing in risk, retirement and health solutions, was looking to improve its customer experience and increase operational efficiency. To achieve these goals, AON partnered with Omilia, a leading provider of conversational AI solutions, and PricewaterhouseCoopers (PwC) to transform the customer experience for AON.
AON was facing challenges in delivering a seamless customer experience through their contact centers. The company was relying on outdated technology and lacked the ability to provide real-time customer insights and personalized interactions.
To address these challenges, Omilia and PwC partnered to provide AON with a complete contact center transformation. The solution included Omilia’s AI-powered conversational platform and PwC’s expertise in customer experience design and change management. The solution was integrated with AON’s existing systems and processes to provide customers with a seamless experience.
Omilia and PwC’s partnership with AON demonstrates the importance of investing in contact center transformation. By leveraging Omilia’s AI-powered platform and PwC’s expertise in customer experience design and change management, AON was able to improve the customer experience, increase efficiency, and reduce costs. This case study highlights the benefits of investing in technology and change management to drive business success.
Overall, the partnership between AON and Omilia resulted in a successful contact center transformation that delivered tangible business results. AON was able to improve its customer experience, increase operational efficiency, and reduce costs, all while providing its customers with a personalized and seamless experience.