Optimising customer service with AI

Fincon Reply analyses interactions between customers and insurers with advanced technologies, enabling sustainable improvements in customer service and satisfaction.

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Privacy

I declare that I have read and fully understood the Privacy Notice and I hereby express my consent to the processing of my personal data by Reply SpA for marketing purposes, in particular to receive promotional and commercial communications or information regarding company events or webinars, using automated contact means (e.g. SMS, MMS, fax, email and web applications) or traditional methods (e.g. phone calls and paper mail).

Focus on customer interactions

The effectiveness of interactions between customers and insurance companies is crucial for ensuring high-quality customer care and increasing customer satisfaction. Analysing conversation logs can be beneficial here. However, this usually involves considerable manual effort and is prone to errors. In addition, the sheer volume of interactions requires a more efficient and systematic approach to analyse conversation data accurately and quickly, extract meaningful information and deliver actionable insights.

Automated analysis with AI and NLP

In response to the growing need for efficient and insightful analyses of customer service interactions, Fincon Reply uses Artificial Intelligence (AI) and Natural Language Processing (NLP). This enables the automated collection and analysis of different types of information. The results are an ideal complement to "classic" predication based on tabulated data.

Our approach allows

  • Categorisation of the conversation topics of the respective interactions (e.g. advice, complaint, service, products, contracts etc.) and identification of any topic changes
  • Extraction of important key data such as calendar dates and names
  • Assignment of the relevant event or activity to which the respective interaction relates
  • Recording standard protocol abbreviations (e.g. "encl." for "enclosed")
  • Analysing the mood and tone of the respective interaction using sentiment analysis to gain insights into customer satisfaction

Increase customer satisfaction

An automated analysis of customer service interactions is a transformative solution that provides deep insights into customer needs. Using advanced AI algorithms and natural language processing, for example, customer complaints can be recorded, customer satisfaction can be analysed, and recommendations for action can be derived. This enables insurance companies to organise customer service more effectively and improve customer satisfaction. At the same time, it is possible to increase operational quality by optimising the allocation of resources and efficiency of call centre activities based on data-supported decisions.

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    Fincon Reply

    Fincon Reply is a business and IT consultancy specializing in the financial services industry. Fincon Reply proactively advises banks, the Sparkassen Finance Group, insurance companies and near-financial companies as well as their suppliers on their digital transformation. The company provides on-site support with specialised teams of consultants and developers and delivers turnkey solutions.