Succeeding with you Conversational AI pt2

Succeeding with your Conversational AI/ Chatbot Implementation – Part 2

This is part 2 of the series, and if you haven’t read part 1- How to start right, we recommend checking it out first here.

When we talk about chatbots, intent recognition is where the magic happens. Any decent chatbot will allow users to type their questions in natural language, understand what they want (intent), and provide the necessary answer/support. Today we will discuss the potential problems organisations run into with this intent engine … Read More

4 Ways Health Insurance Companies Can Provide a Better Member Experience—Backed by Research

The global COVID-19 pandemic layered new challenges on top of an existing tough market for U.S. health insurance companies. These companies had to quickly activate emergency plans to ensure people had access to prevention, testing, and treatment for COVID-19. When vaccines became readily available, health insurers then turned their focus to improving vaccine acceptance and access for their members.

At the same time, health insurers experienced financial pressures due to uncertainty around premiums and … Read More

Blue Cross Blue Shield of Louisiana Improves Agent and Customer Experience with Verint

The largest health insurer in Louisiana, Blue Cross Blue Shield of Louisiana (BCBS of LA) serves over 1.5 million Louisianans, providing medical, dental, Medicare Advantage, and prescription drug coverage to individuals, families, and employers. Its customers range from young adults, to children, to seniors—all with dramatically different healthcare needs.

Customer experience is important in healthcare, and the company’s agents needed access to information much faster from its back end and other systems to better serve … Read More

New Verint Research Shows How U.S. Health Insurance Companies Rank in Member Satisfaction

United HealthCare, Humana and Kaiser Foundation Health Plan Earn Top Three Satisfaction Rankings in the 2021 Report

Amid a tumultuous time for the healthcare industry due to the global COVID-19 pandemic, the top 25 health insurance companies remained in tight competition when it came to member satisfaction, according to new research released by Verint. The range for satisfaction (SAT) scores from highest to lowest was just under nine points out of a possible 100, suggesting … Read More

Channel Consolidation Defines NextGen Customer Experience

Without a doubt, the COVID-19 crisis turned the contact centre industry on its ear. Customer reliance on the contact centre for customer service, as opposed to physically visiting the customer service desk at a brick-and-mortar establishment, drove customer contacts to unexpectedly high levels of volume that left many contact centres reeling—simply unable to accommodate the number of contacts they were receiving.

I personally experienced customer service overloads at several organisations during the past 18 months. … Read More

Succeeding with your Conversational AI/ Chatbot Implementation – Part 1

Conversational AI/ Chatbots/ Intelligent Virtual Assistants, no matter what you call them, have become common occurrences these days. It’s hard to come across a famous brand that doesn’t have one. Still, the number of chatbots that are failing to achieve business outcomes are on the rise. In an APAC study, Coleman Parkes found that almost 50% of the respondents were frustrated with chatbots and live chats. The failed implementations give the overall technology a … Read More

In Conversation with Tanushree Dabral

In Conversation With . . . Tanushree Dabral

In this first of a two part special, returning guest presenter Ian Harrison, Verints’ own Director of Customer Experience chats with Tanushree Dabral, CEO of PX Partners and an accomplished governance, risk, and compliance practitioner. during this episode Ian and Tanushree discuss what compliance means in the current climate, why its needed and the impact it has on customer engagement and the wider CX Landscape

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Driving CX Leadership at Atlantic Union Bank

For the second year in a row Verint pulled off another amazing virtual conference. Engage21 was held May 19-21 for thousands of participants representing over 80 countries. The theme of Boundless Possibilities was addressed in over 60 keynote, breakout, and educational sessions.  

As a longtime industry analyst that has followed the contact center industry from the 10,000-foot level, I really enjoy the case studies. Let me share some highlights from the “CX Leadership: A Conversation” … Read More

Transform Your Back Office into a Customer Care Centre

At Verint’s Engage21, Xander van der Poel, Change Manager at Nationale Nederlanden (NN), the largest insurance provider in the Netherlands, shared his back-office transformation story. 

Like many back-office organisations, NN’s Casualty and Liability group was having trouble predicting future workloads and the skills and resources needed to meet those demands. As a result, they were experiencing large backlogs and missed service goals. They realised they needed a new way of working.

They partnered with Verint … Read More