Explore the transformative landscape of AI-powered automation in healthcare, insurance, and financial services with our exclusive report on 2024 trends. Delve into insights from 200 U.S. decision-makers, revealing a paradigm shift in attitudes and priorities. Discover how businesses are overcoming challenges, embracing AI, and shaping customer journeys for a future of enhanced experiences.
Key Learnings:
Embark on a journey into the future of customer-centric technology. Download the full report for a comprehensive understanding of AI’s impact on regulated industries.
An update on the group benefits landscape and communication innovationsSuccessful group benefits companies are focusing on driving smoother interactions and significant operational efficiencies despite the challenges they face, especially during peak season. A top priority is improving their ability to streamline communication and processes effectively with all stakeholders – benefit brokers and consultants, corporate benefits administrators and employees alike. This guide will show carriers how to:
Payers have a chance to drive better health outcomes thanks to recent advances in automation technologies like process automation and artificial intelligence. Quality of care is just one piece of the puzzle - how plans engage/interact with their members is a central tenet to quality outcomes. This guide will show plans how to:
Severe weather is happening more frequently and is intensifying, and carriers need a customer experience strategy that can adapt to its severity in kind. This ebook on severe weather details the trends and changes Property and Casualty carriers have had to adapt to themselves, and the best practices for carriers to adopt in their own customer experiences. In this guide, you will also learn how automation will help insurance companies:
The P&C insurance claims experience can add additional stress to an already challenging time, or it can ease a customer’s anxiety to usher them through the claim process and the repair to their vehicle, home, or other property.
Fortunately for insurers, the benefits of automation to improve the claims experience can be realized in weeks not years, and without replacing core systems. So how can insurers get started with improving the claims experience?
This eBook outlines:
Medicaid Redetermination / Recertification has been paused since the beginnings of COVID-19 due to a U.S. Department of Health and Human Services COVID-19 State of Emergency (SOE). However, with the December passing of the Consolidated Appropriations Act of 2023 (CAA), Medicaid redetermination / recertification is no longer tied to the HHS Public Health Emergency (PHE) and Redetermination processes have started back up again - rapidly and for many - unexpectedly. So now that the redetermination process is starting back up again, how can Medicaid plans respond rapidly to support their members in completing the redetermination process? This guide shares the best practices for supporting Medicaid redetermination.
Also, learn more about how we support Medicaid Redetermination by viewing our Ushur in Action video.
Enterprises must meet customer demand for quality experiences by being easy to work with, and email is a key pillar supporting that strategy. This eBook guides business leaders through the benefits of designing a customer experience inclusive of AI-driven email automation to reduce email response turnaround times, live agent operational burden and costs, while improving CSAT scores. Discover why nearly 80% of people communicate with their service providers via email and how insurance, healthcare, and financial services organizations can benefit from further evolving email as a channel.
Conversational AI is the application of learned patterns in historical conversation data in order to provide a human-like dialogue for your customers whether via text or voice - sans human involvement. In essence, conversational AI uses natural language processing (NLP) and natural language understanding (NLU) to communicate with users in a natural way using human language instead of computerized speech patterns.
Insurance carriers, like those in the three use case examples outlined below, are already using conversational AI effectively in their claims process and to afford a personalized touch to their conversations even when their operations teams can't field calls. They're using it to gather and update personal information, automate email responses, and streamline disability claims management. In every case, customer satisfaction increases along with the accompanying increase in NPS. Intuitive conversational AI saves time and money and improves customer communications.
Conversational AI is now so commonplace that it's already in many of the transactions that we make through voice assistants and virtual assistants, daily. From online purchases and bank transactions, to how we work with customer service agents at every level, the practice of evaluating and generating conversational experiences with automatic speech recognition to accomplish a specific task is now a mainstay.
This set of technologies has become expected and preferred because people are short on time and want to be able to resolve issues with customer support quickly. Very few people choose to wait on the line to "Speak to a Representative" if they have other options presented to them.
If you have ever asked Alexa about the weather or received a text appointment reminder or interacted with the popup chatbot in the lower right corner of your screen on a website, you have already used conversational bots and value their capabilities.
Insurance carriers who use conversational AI lower operational expenses, grow their employee engagement and improve customer satisfaction for their companies. It offers alternative channels for customer interactions which lightens the load on call center workers and allows them to focus on high-value customer interactions. By leaving rote tasks to be handled efficiently with automation applications, insurance carriers can help employees work with less stress and more engagement; providing better service that in turn improves morale.
With advanced Conversational AI, users can choose from multiple channels-text, email, mobile phone, website-to get the information that they seek in real-time, when they want or need it. Customer satisfaction is improved, along with NPS, when customers' questions are answered in real-time.
The claims processing journey is notoriously difficult to navigate because of the many different steps, the number of contributors, and the different types of information that it requires. From FNOL/FNOI to claim closure, there are numerous shifting variables to manage within each claim. It's that variety that can be an opportunity for great service and customer satisfaction, or a series of missteps that lead to unhappy customers and dejected employees. Rather than dealing with the stress of those pitfalls, conversational AI automates claims processing for speed, convenience, and efficiency. It's ultimately carriers' brands and their consumers that benefit.
Tower leverages intuitive conversational AI in their business for claims processing to gather and update customer information. For example, Tower often sends letters to policyholders to update their personal information, and occasionally gets a letter bounced back to sender. When that happens, Tower simply uses Ushur to send an automated outreach to the customer via either text or email to securely update their profiles. When the customer responds, no matter which platform they use, the details immediately and automatically update in Tower's backend systems. Tower has seen customer engagement and satisfaction increase with the convenience of providing the relevant information via the channel of their choice, and employees enjoy the additional benefit of being freed to focus on high-value transactions.
It's inefficient and time-consuming to use important employee resources to sift through hundreds or thousands of email requests every day and determine who is the appropriate audience. Further, manually routing each email request from one person to the next is prone to mistakes and it leads to missed opportunities. Here we can introduce digital assistants.
Conversational AI is a critical tool for scaling manual, human conversations. And, as it happens, Irish Life was looking for a way to decrease their email response time before they found Ushur's AI-powered SmartMail. Immediately, it decreased the email indexing time of each email from an average of 2.5 days to mere seconds. It was also able to match classification metrics of human sorters exceeding 80%, instantly. And with the machine learning capabilities of AI, the sorting percentages tend to increase as its models see more samples and learn the patterns better. SmartMail uses advanced technology to address the lack of accuracy and slow processing of business processes that used to require user input.
Disability claims are fraught with asynchronous tasks that can slow down the claim resolution process. Missing information and documentation can elongate the process to days and weeks when one agent is responsible for contacting each party and then entering the information into the appropriate systems. While those risks for slow processing are enough, add to that the fact that claimants must contact that same agent for information on status. Adding documentation, data entry, and employee responsibilities all together, insurers have the perfect storm for terrible response times and the perfect opportunity for improving the process using conversational AI capabilities, such as Ushur's Invisible App.
That inefficient use of resources, with its associated negative user experience, was exactly where one large 250 Fortune insurance carrier found itself, particularly with short term disability claims related to postpartum care.
In the case of this specific disability claim solution, the majority of the claims were processed manually and the insurance carrier experienced considerable delays collecting key dates needed from claimants to process their claims. Contact center agents had to individually call claimants to collect key dates or send paper-based forms to collect the data. On average, it would take six calls, and over three weeks, to get the information. In a typical case, it took multiple contact attempts to families who were adjusting to newborns; a sensitive and private time for most families. Suffice it so say that customer satisfaction was not high.
Using Ushur's intuitive mobile-like experience via Invisible App, the carrier was able to trigger an automated outbound message to the claimant to request information in a convenient and white-labeled container, bearing the familiar look and feel of the carrier's brand within the conversational interface. Once the customer provided the needed information, Ushur was able to automatically write the acquired data to the backend legacy systems. Essentially, the carrier could offer modernized customer experiences on top of existing technologies.
After implementation, 85% of claimants provided all the necessary information in less than an hour as compared to weeks. The resulting decrease to the call center agents' time lowered expenses and allowed those same agents to focus on high-value accounts and claims. Additionally, customer satisfaction improved as users could respond within their own time frames and in their preferred channels.
Implementing conversational AI at your company isn't difficult with Ushur's no-code customer experience automation (CXA) platform.
Ushur engages customers, members, claimants, brokers, and agents over email, mobile browsers, SMS and more. We use machine learning, natural language processing, conversational AI, and intuitive user-built workflows, to understand what people are saying and decide the next best action on an individual case-by-case basis. Using speech recognition, Ushur can be responsive rather than prescriptive to better improve your company's digital transformation efforts. Ushur doesn't require developers to deploy an experience so much better than a bunch of chatbots.
In recent years Ushur has helped many financial services companies lower costs and boost their operational efficiency. If you're ready to modernize and realize the full potential of your customer experience using AI, ML, and NLP, request a demo today.
Integration can be the key for carriers to provide their customers, and their own employees, with the most effective automated, digital self-service capabilities that drive satisfaction, efficiency, and engagement.
The truth that some solution providers may avoid telling you, when speaking to their integration experience, is that no two carrier core systems are the same. Ushur has never met an integration challenge that could not be solved, from modern to mainframe. We know that each integration must be looked at with a fresh set of expert eyes to design and implement a best-fit approach.
This whitepaper:
Consumerism was on the rise prior to the pandemic as we all looked for ways to make our daily interactions more convenient, safe, and efficient in a tumultuous time. We quickly adjusted our lives in response to COVID-19, amplifying this consumerism trend. Customer expectations changed, and COVID-19 forced companies of all kinds to innovate at an accelerated rate to make experiences as self-service and user-friendly as possible. During this time, the healthcare industry made rapid strides to innovate in response to changed market conditions and member and patient needs and expectations. Regardless of what happens next in our “new normal”, this evolution needs to continue, and center more and more around implementing experience automation powered by Artificial Intelligence (AI) to increase member and patient satisfaction, relieve staff burden, and power more self-service. Download this eBook to learn how:
Maximize agility across the Property & Casualty (P&C) insurance journey with AI-powered Micro-Engagements. Claims volumes and their complexity interfere with delivering seamless customer experiences, but automation closes that gap. Artificial intelligence and intelligent process automation shorten claims journeys and ease customer satisfaction woes.
Customer Experience Automation (CXA) helps P&C insurers manage operational costs and mitigate the crisis of overburdened support staff. The Property and Casualty business has the chance to drive customer satisfaction improvements and make affordable digital transformation an achievable goal in months, not years.
Insurance carriers are adopting AI-powered chatbots and other virtual assistants in an attempt to provide the digital service capabilities their customers are expecting. This e-book skips the techie-buzzwords to focus on the direct business impacts of conversational AI for insurance customer, broker, agent, member and claimant service. Discover the most effective conversational AI use cases, the differences between various conversational AI platforms and products and why conversational AI makes insurance customers and employees so happy.
In this conversational AI e-book, you’ll learn:
In the digital era, successful carriers need to reach a vast audience quickly, cheaply, and effectively. With the level of data analysis and insights generation available at our fingertips, insurers need to capitalize and seize opportunities to create competitive advantage. Providing omnichannel personalization can be challenging, so what steps can we take to ensure success?
Our own Meredith Barnes-Cook, Head of Global Insurance at Ushur joins contributors Brent Korte, SVP, Chief Marketing Officer at Ameritas, Melissa Joye, Chief Customer Experience Officer at Farmers Insurance, Scott Steele, VP, Chief Marketing Officer at Church Mutual Insurance Company, S.I. and Tom Warden, SVP, Chief Data Analytics Officer at Employers.
As customer demands and expectations are transforming rapidly, this whitepaper gives you the steps needed to beat your competition, providing the roadmap to successfully develop a data-driven, fully personalized CX.
Here are some insights you can’t miss:
When it comes to implementing customer engagement automation that could measurably transform your enterprise operations, jumping straight to a pilot is like test-driving a motorbike when your family of five might be better served by an SUV. Sure, the technology could be exciting and cutting-edge on its face (the motorbike could handle really sharp turns), but you’re missing the crucial step of scope.
A proof of concept (PoC) lays the foundations for successful implementation by looking at your organization’s needs holistically and determining how new technology implementation will impact every business process and employee. An impactful technology can alter your ecosystem wholesale and every interplay in your org, so it is incumbent on enterprises that are evaluating digital transformation initiatives to consider the elements of a well-executed PoC. Introducing Ushur’s Implementation Guide, with expert tips, recommendations, and real examples to answer the following:
How can an enterprise effectively evaluate an engagement automation solution before locking itself into a multi-year, multi-headache commitment?
Our goal with this guide is to offer transparency and highlight important context when evaluating automation technology by walking you through the PoC process step-by-step. A PoC is the vital precursor to a pilot and eventually to scalable, successful implementation that allows you to envision how automation can benefit your business.
In this guide, learn:
For a business that’s evaluating a cutting-edge technology, how a solution provider protects and secures information needs to be answered transparently, coherently, and completely. Otherwise, the risk of a major data breach is only a matter of when, not if.
Of equal importance is a company’s ability to ensure privacy. Given strict and diverse regulatory frameworks, it’s imperative for a solution provider to demonstrate future-proofed and comprehensive privacy protocols.
With the emergence of the Cloud, the narrative emphasis has been on cybersecurity, but secured data demands a turnkey, future-proofed approach.
Learn how Ushur is committed to providing the highest level of service for security and privacy design. Our complete solutions for intelligent automation attract and retain Global 2000 enterprises because we innately understand security and reflect that in our people, processes, and technology.
In this overview, we discuss both the challenges of delivering security and our comprehensive prevention, detection, mitigation, and management strategy, broadly covering the following topics:
Brands left and right are adopting AI-powered chatbots and other virtual assistants to level up customer support. Or at least that’s how it seems—especially if you’re late to the curve. This e-book skips the techie-buzzwords to focus on the direct business impacts of conversational AI for customer service. Discover the most effective Conversational AI use cases, the differences between various conversational AI platforms and products and why conversational AI makes customers and employees so happy.
In this conversational AI e-book, you’ll learn:
The bare minimum artificial intelligence terms you need to know, including machine learning, natural language understanding and natural language processing.
Helpdesk automation software with Conversational AI like Ushur helps enterprises with distributed workforces and global customers realize cost savings while delighting their customers.
Our Service Desk Automation Whitepaper contains everything you need to know to make your service desk automation experience seamless and mobile with Ushur's AI-powered integrations into your Service Desk Applications.
Here's what we cover in this White Paper:
If your customer service inbox is inundated with thousands of messages and you’re dying to know how to respond to email faster, it’s time to see what an email automation platform can do. Busy B2C organizations across industries swapping out their legacy email processing systems—and why? Because email automation doesn’t just help you get to the bottom of your queue. Shortening email processing times can improve NPS scores and free up agents so you can grow your business. In this e-book, you’ll learn how automated customer service emails increase customer satisfaction all while saving on valuable OpEx.
This email automation guide teaches you:
Everything you need to know about automating your incoming customer service emails with AI to create an intelligent email workflow automation. With the SmartMail solution from Ushur, enterprises can dramatically shorten email processing times, and respond to your customers faster while improving customer experience to achieve a 5x–10x return on investment.
In this email processing white paper, learn:
