Insurance companies are focused more than ever on optimizing the experience they provide to customers. And if digital interactions were not at the top of the list of capabilities needed at the beginning of 2020, it became everyone’s #1 priority when the worldwide pandemic shutdown began. As this year draws to a close, we can all see that customer expectations have permanently shifted, with an Amazon-like experience quickly becoming table stakes for the insurance industry.
The first step to making an informed selection is a proof of concept, as a test of feasibility and viability. Unlike a pilot, which runs in a production environment as a precursor to a full-scale implementation, a proof of concept might never move past a test environment.
A proof of concept not only enables an insurance company to test the technology from a feature perspective, but is also where the corresponding changes to roles and workflow are part of the experiment. Absent testing from the people-process-technology lens, jumping directly into a pilot increases the likelihood of using a modern solution in a tenured construct of work alignment and overhead. Utilizing the new technology to its fullest potential probably requires changes in roles and processes. Modern automation solutions often target business systems analysts as their primary users, versus older tools that require developer coding expertise for everything. And new products are prone to embrace agile practices, focusing on continuous delivery over documentation.
From how to build a cross-functional team, to having metrics up front to measure the impact, to how to progress from walk to jog to run, this guide offers the recipe to a successful automation proof of concept.
Throughout the guide, Ushur also includes insight on what an insurance company should expect from an automation vendor during this test-and-learn phase. Remember, a proof of concept not only experiments with the solution and your own organization – it also determines if the provider brings the right thought leadership, skills, and services to the table.
Ushur delivers the world’s first AI-powered Customer Experience Automation™ platform that has been purpose-built, from the ground up, to intelligently automate entire customer journeys, end to end. Designed to deliver delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of intelligence. It combines Conversational Automation and Knowledge Work Automation in a No-Code, Cloud-native, SaaS platform to digitally transform every step of the complete enterprise customer experience – from Micro-engagements™ to entire customer journeys.
Backed by leading investors including Third Point Ventures, 8VC, Pentland Ventures, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation™ solutions are currently in production at some of the leading insurance providers across the globe including Irish Life, Unum, Aetna, Cigna and Tower Insurance.
