Self-service, digital transformation and no-code trends fuel rapid growth for conversational AI expert
Ushur’s cloud-native automation platform helps established insurers like Aetna, Irish Life, Tower Insurance and Unum transform their customer communications with ‘digital-first’ experiences, trading phone calls and physical mailers for convenient web, mobile and email engagement. Ushur’s no-code workflows seamlessly automate each interaction using best-in-class natural-language processing.
This modern approach to customer engagement not only reduces the cost of servicing customers, agents and brokers, but measurably improves customer experience. After implementing Ushur, insurers have seen their Net Promoter Scores (a measurement of customer satisfaction) improve by as much as 40%.
“Ushur is a true partner in our digital transformation. Their ability to rapidly prototype and automate customer journeys has provided Unum with a competitive edge, delighting our customers while allowing our employees to focus on higher value work. As impressive as their technology is, the quality of the Ushur team may be what sets them apart. They really care about our success,” said Mike Simonds, COO Unum Group.
Ushur has developed a range of intelligent automation capabilities powered by conversational AI, including:
Dublin-based Irish Life tapped Ushur to automatically steer high-volume incoming emails to the proper destinations based on their content. Out of the box, Ushur was as accurate as human reviewers, and its performance improved the more email it reviewed. Previously it took Irish Life agents between 3 hours and 2.5 days to process enquiries and requests. With Ushur, the same work takes less than a second, with roughly 40% fewer resources.
“The results we got were phenomenal, and we hadn't written a line of code,” said Irish Life head of information services, Ken Lynch. “We’d never seen anyone who could do that. From our standpoint, Ushur were the only ones out there truly doing something different.”
Third Point Ventures Managing Partner Robert Schwartz agreed that Ushur is on to something big. “They’re right at the intersection of some of the biggest developments in enterprise software,” he said. “Automation that feels personal yet delivers tremendous efficiencies to the enterprise. No-code design that allows customers to get to deployment and benefit easily and incredibly fast. Customer experiences that actually favor the customer. And they’re doing an incredible job with execution. You look at their testimonials, and you can see how much businesses love working with them. It’s exciting to work with a startup that has such strong product-market fit and such happy customers.”
“Our mission from day one has been to champion the end-user experience. As one of our users told us, ‘It’s all about customer ease,’” said Ushur CEO and co-founder Simha Sadasiva. “Customers want the convenience of a digital self-service experience, but they also want that experience to feel personal. With Ushur, insurers can offer both. They can automate all sorts of interactions, from sales to claims management, while putting the customer in control, so customers can engage on their terms, on their schedule.”
Ushur is the complete solution for intelligent automation. Companies such as HealthSpire, Irish Life and Unum use Ushur to automate claims and broker interactions and collect missing information for member journeys over email, apps, SMS and more, using conversational AI and intuitive workflows. Ushur’s end-to-end platform accelerates time to value with features like a no-code visual builder, powerful tools for data extraction and integrations with back-end core systems. Ushur is headquartered in Santa Clara with an office in Bangalore and backed by investors including Third Point Ventures and 8VC.
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.
