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Data-driven methodology delivers faster, better Virtual Agents

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How Virtual Agents built using historical data can quickly make a huge difference for insurers

Insurers either have a Virtual Agent or are working on one.  From sales to customer support, Virtual Agents automate and speed up processes for customers, while increasing sales and cutting costs for businesses. 

The key is to get high quality in the shortest time possible. One dramatic example comes from a leading North American insurer. 

The challenge

Digital-first provides many benefits and encourages a strong focus on keeping costs low. An insurer knew that customer contact centres are a legacy that few digital businesses want or can afford. 

Experiencing rapid customer growth, they wanted an alternative. Automation through a Virtual Agent was the only way to deliver a high-class customer experience at lower cost. That’s as customers lack the patience to wait in a call queue. Instead, they expect an automated response across any business interaction. Why should insurance be any different?

Goals and approach

The insurer’s team needed support to find the right Virtual Agent solution. Wysdom worked with them and applied a proven 6 step Virtual Agent design methodology to rapidly design the right solution, including:

  • Determining the optimal topics to automate in a multi-phase approach
  • Mapping the current customer journey across digital, messaging and phone
  • Analyzing historical chat transcripts and agent dispositions
  • Designing the right architecture for the use cases identified

Wysdom used its proprietary AI model to mine the client’s historical data to define a master topic list, including conversations to:

The insurer worked with Wysdom for a complete design, build and management of a Virtual Agent integrated with live chat, available 24×7 to customers and prospects.  

Impact and results

Customers were quick to adopt the solution at launch, and were happy to speak to a Virtual Agent to get answers fast. The number of conversations handled grew substantially as the Virtual Agent was added to other platforms and made available 24×7.  With ongoing management by Wysdom the Virtual Agent continued to learn every day.

Results and benefits included: 

What’s next?

The initial success proved the Virtual Agent’s value in the marketplace. 

Future plans include: 

  • Additional channels such as a mobile-app to provide multiple entry-points for the customer
  • Interactive Voice Response (IVR) launches soon for customers who prefer to use voice centric contact methods 
  • More complex use cases such as switching payment terms and getting account-specific information directly through the Virtual Agent

Looking to launch an enterprise-grade Virtual Agent quickly?

We can get you up and running with a Virtual Agent in weeks, on the chatbot platform of your choice. You’ll see immediate improvements to customer service, employee satisfaction and the bottom line. 

That’s real Wysdom.

Get in touch today.

Data Scientist

As a Data Scientist, your day-to-day will involve writing queries, building dashboards, and preparing analytical reports about product performance for our clients and the Wysdom.AI team.  You will work with SQL, Tableau, and Python and ML Frameworks/libraries (among other tools) to create stunning visuals showing how Wysdom.AI is making their customers’ experience even better.

Michel Benitah

VP, Optimization & Delivery

Michel has 20 years of experience in leading the successful delivery of Conversational AI and Natural Language Customer Care solutions to some of the largest financial, telco, healthcare, utilities, and retail enterprises throughout North America. 

 

Prior to joining Wysdom, Michel spent 20 years at Nuance Communications, holding senior management and leadership positions within the enterprise division, most recently as director of the Toronto office and professional services team.

Ian Collins​

CEO, Co-Founder

Ian has founded and grown 6 technology companies over the past 20 years, primarily in the enterprise software space including Wyrex, Mobile Diagnostix (HP), Clickfree, and most recently Wysdom.AI. 

 

Ian invests, mentors, and sits on the boards of several startups in the Toronto area.

Jeff Brunet​

President, Co-Founder

Jeff has more than 20 years of experience in the startup world, founding and growing 4 software companies: AracNet, Mobile Diagnostix (HP), ClickFree, and Wysdom.AI. 

 

His in-depth understanding of software development and the challenges in making new technologies successful in the startup world prove invaluable as he serves on the boards of XMG, SurfEasy (Opera), Locationary (Apple), Groupie, and as an advisor to Pushlife (Google), LogMeIn (IPO) and HP. 

 

Jeff holds 23 issued patents in the wireless and consumer electronics spaces and is the lead inventor on 30+ pending patents.

Nitin Singhal

Chief Operating Officer

Nitin has over 20 years of success in global executions of business technology, driving operational efficiency and digital scalability for some of the world’s largest enterprise clients. 

 

Nitin spent 16 years at Redknee holding executive positions in Research and Development, Customer Operations, Partner Alliances, and most recently as COO.

Karthik Balakrishnan

Chief Technology Officer

Karthik has over a decade of hands-on, proven global expertise in emerging technologies and implementing intricate platforms and solutions for telecommunications and enterprise during his time at Amdocs, with senior positions in their India, Cyprus, America, and Canada offices.

Karen Chan

Chief Engineering Officer, Co-Founder

With 20 years of experience in software and mobile, Karen has held senior technical roles at 5 startups, including Wysdom.AI, Clickfree, Mobile Diagnostix (HP), Teamatic, and Virtualthere.

Frederic Lam

SVP, Sales

Fred brings in 25 years of international experience in sales and business development across North America, the Caribbean, Asia-Pacific, Europe, and the Middle-East.

 

Prior to Wysdom.AI, he held sales leadership positions at Oracle, Redknee, and Movius/Glenayre, successfully growing revenues in both large and small organizations. Fred has also been involved in the start-up community in the earlier stages of his career as an Investment Manager with SP Capital and was an alternate director on a few investee companies.

Artiom Kreimer

VP, Product & Analytics

Artiom has spent 10 years in software and mobile engineering, specializing in quality assurance and customer service. He has worked in testing and QA at both startups and in enterprises such as Clickfree, TELUS, and Freescale Semiconductor.

Implementation Engineer

As an Implementation Engineer you will be responsible for the solution integration of an enterprise grade conversational AI experience from a technical perspective. You will work closely with the lead solutions architect and be the technical face of the implementation team and lead the customer through the entire implementation cycle. You will work with one of the most diverse teams of linguists, data scientists, and innovators to deliver the best AI enabled customer experience.

Program Director

Responsible for the overall success for the client, including the end-to-end delivery and optimization of the solution, you will manage the sales process from pillar to post, including technical and commercial proposals, pipeline management, sales forecasting, and contractual documentation.

Conversational AI Lead

As a Conversational AI Lead, you will be responsible for leading all Conversational AI program activities.  You will work with all team members to ensure deliverables are completed on time, with high quality and exceeds client expectations and goals.

Conversational AI Specialist

As a Conversational AI Optimization Specialist, your responsibility will be to help drive the success of our solution for our clients. This involves building conversation flows, performing AI training, and partnering with clients to enhance their deployments.

Conversational Experience Designer

As a Conversational Experience Designer, you will be responsible for the designs of the overall customer experience, including the end-to-end dialog flows & journeys of the solution ensuring  design leverages  UxD best practices for optimal customer experience.

Cognitive Data Specialist

As a Cognitive Data Specialist, you will be responsible for the performance of the AI and quality of the corpus and will focus primarily on the VA training.  You will work with the client as required to ensure corpus is performing in an optimal manner.

Solution Architect

As a Solutions Architect within the Client Services team, you act as trusted advisor, responsible for the technical requirements and end to end solutions integration of Wysdom cognitive services within the client’s environment.  You will work with one of the most diverse teams of linguists, data scientists, and innovators to deliver the best AI enabled customer experience.