Customer service transformation has ranked among the top 5 initiatives for most insurers. Insurers are focused around two inter-related goals:
While providing customers ability to do self-service transactions on digital channels remains important, modernization and enhancing capabilities of contact center continues to be a critical part of customer service transformation. Our client wanted to transform its contact center operations to drive 24x7 digital customer interactions, decrease live person interactions, automate routine queries & improve agent experience by providing 360 degree customer view. Coforge did a detailed assessment of our client’s current state capability of contact center and developed a comprehensive multi-year roadmap for transforming the contact center capabilities.
The client is a leading Life & Health insurer providing group benefits & supplemental insurance to more than 50 million people worldwide.
Our client had outdated, legacy contact center infrastructure and applications. Some of the key challenges faced by our client were:
Coforge did a detailed assessment of our client’s current state capability of contact center and captured the key client goals for the customer service transformation program. These were:
We developed a blueprint of customer services framework and a comprehensive multi-year roadmap for transforming the contact center capabilities. Pega, a modern cloud-based solution platform was selected as a key technology platform by our client. We leveraged advanced Pega AI capabilities such as text analysis, sentiment analysis, and natural language processing to enable automated responses to emails and where human touch was required, routing cases to the right customer service representative (CSR).
A critical component of the solution was an API solution to integrate with policy and claims systems of record to deliver a customer 360 UI, which significantly enhanced the productivity of the CSRs. We used a 3-layer API approach with experience, process and system APIs.
Following is a summary of capabilities delivered: