Insurance providers, such as AA Ireland, are transforming customer engagement and increasing sales conversion rates using chatbots and conversational AI, explains Cathal McGloin, CEO of ServisBOT (www.servisbot.com):
Writing in Insurance Times, Oliwia Berdak, principal analyst at Forrester, commented that, among all the technologies that insurers are exploring, “pragmatic AI has the biggest potential to deliver on insurers’ top business priorities in 2019, improving customer experience and generating revenue.”
Rules of engagement:
Within the sphere of ‘pragmatic AI’, conversational AI interfaces, such as chatbots, offer a whole new engagement model where customers can obtain a quote, file a claim, renew a policy, request information, and complete onboarding more conveniently and at a lower cost to the insurance provider.
Insurance companies can no longer expect people to engage nine-to-five. Consumers want to interact on their time and using their preferred channels, which may include voice assistants such as Amazon Alexa, or Google Home, messaging apps, SMS, web or mobile apps, as well as the more traditional email, live chat, and phone channels.
While price will always be an important factor when purchasing an insurance policy, the customer experience is key. Is the policy information easy to find, or is it hidden in the small print? How responsive is the insurance provider when customers make a claim? The more positive interactions they can provide, the more likely the insurer is to increase loyalty and retention.
Virtual assistants or chatbots that integrate securely with relevant business systems and third-party data, can provide more contextual and personalised engagement that enhances the customer experience. Deploying these task-oriented chatbots drives business results such as higher retention rates through renewals, increased conversation rates on policy quotes, and increased revenue through more effective onboarding.
Besides an insurance company making services more accessible and automated, chatbots also make it easier for insurers to understand the exact intent, or need, of the customer. Chatbots can work across different functions more seamlessly so that, for example, a Policy bot can work alongside a Quote bot to better inform customers on the difference between policies and which one best suits the customer’s circumstances. This leads to greater transparency and personalisation, positively impacting conversion and sales.
A friend in need
Since chatbots work 24/7, services are always available when a customer needs them.
A customer reporting an accident and filing a claim on the spot provides a perfect example of the benefits of having a chatbot constantly available to engage at the point of need and in the customer’s preferred channel. The customer may choose to interact via the insurance provider’s mobile app, SMS, or a messaging app, on their mobile device, while they’re stood on the roadside awaiting recovery of their vehicle. A claims bot can request image uploads of a driver’s license, registration plates, and photos of damage, on the spot, helping to shrink the claims filing and processing timeframe. This also reduces a lot of the friction that customers normally have to deal with in filing a claim.
ServisBOT works on the principle of deploying and co-ordinating an army of insurance bots that can do everything from generating a quote, on-boarding a new customer, renewing a policy, collecting payments, and many other use cases: bringing convenience and lower costs, while improving the customer experience.
Case study: Using Bots to Win Business
To combat rising digital advertising costs and reduce the incidence of missed webchats, AA Ireland investigated how to employ chatbots to improve conversion rates on incoming quotation requests that came in out of hours, or when call centre employees were busy on calls.
AA Ireland used our conversational AI platform to develop its own Quote Bot, within seven weeks the bot was trained and ready to use. Within twelve weeks AA Ireland Quote Bot had increased conversion rates on online quotes by 11 percent and reduced the number of missed webchats by 81 percent. Additionally, where customers had interacted with the Quote Bot to answer their initial queries online, they spent 40 percent less time on the phone with customer service employees.
AA Ireland reports that the Quote Bot is reaching people who haven’t previously contacted the insurer. Working in combination with the Quote Bot allows customer service specialists to focus on answering more complex queries and overcoming objections to win customers’ business.
AA Ireland Customer Lifecycle Manager, Louise McCormack comments, “Increasing conversion even by one to two percent helps to make the business more profitable. The potential to use AI-powered chatbots to improve our conversion rates, while providing operational efficiencies across customer service, was an opportunity we couldn’t ignore.”
Following the success of Quote Bot, AA Ireland has deployed a customer service bot and a travel quote assistance bot, with plans for additional bots.
Lloyds of London has drawn up its six-part transformation blueprint, with five of the areas involving building out a technology platform. The goal is to double the value of insurance business done, to increase the efficiency of processing policies and reduce the cost of sale of premiums which is currently 40p in every £1.
AI in all its forms is becoming integral to business systems, processes, and engagement models. For our part, we are making it easier for insurance providers to implement and launch conversational AI without needing a data scientist or solutions architect. We take away technical complexity so that insurance providers can focus on how they can apply AI to help them engage with customers more efficiently.
In 2020 as more pragmatic AI success stories emerge, we foresee other insurance companies moving beyond tactical deployments and adopting a chatbot strategy that is cross-functional across the whole business and customer life-cycle. This strategic approach will allow them to benefit from the genuine transformation that chatbots can bring.
2023 crypto trends that businesses need to know about
By Marcus de Maria, Founder and Chairman of Investment Mastery
As cryptocurrencies have started to enjoy wider global acceptance in recent years, businesses and financial institutions have been slower to join the trend. Perhaps wisely, the business community has been more cautious in its approach to adopting cryptocurrencies than previously anticipated when Bitcoin first launched in 2009.
The tide is shifting though. The ever-changing digital marketplace has meant we’re now seeing increasingly more household name brands such as Microsoft, Google and Starbucks embracing payment in Bitcoin for some or all of its services or certainly trialling it. As 2022 draws to a close, over 15000 companies are excepting Bitcoin as payment around the world.
As more businesses take the plunge into the crypto world and off the back of one of the most volatile years in crypto history, what changes can we expect to see over the next year?
John Castro, CEO of Investment Mastery shares his 2023 cryptocurrency predictions below.
Like the stock markets the crypto market is struggling against a backdrop of high inflation, the soaring cost of living, and a recessionary environment. As such prices have dropped a lot. However, sit up and take note for businesses who are looking into cryptocurrencies, 2023 could be looking promising for these three key reasons:
- The entering of institutions: What we are seeing now and what we will be seeing more of in 2023 are institutions entering the market. Pension funds are adding cryptos to their assets for the first time, news broke earlier this year that BlackRock is partnering with Coinbase to deliver crypto to their customers, and Fidelity and Citigroup are joining with their millions of clients. As the market inevitably becomes more regulated, we can expect this trend to continue which will encourage market growth.
- The formation of partnerships: As well as reputable institutions entering the market, 2023 will be bolstered by new partnerships between crypto and big business. We’re seeing Amazon partnering with either Ethereum and Solana among other cryptocurrencies and blockchains to host their cloud service. This has made the idea of crypto payment more attractive to global business leaders. As more businesses adopt cryptocurrency, we are likely to see a more stable crypto market in 2023.
- Bad players leaving the game: Like any market, crypto has had its share of bad players. In 2022 the market lost a lot of value thanks to the likes of Celsius ftx. This has inevitably shaken investors’ faith having a knock-on effect on price. But as these bad payers are knocked out, we predict that much needed trust will be rebuilt throughout the next year which will help lead to an increase in value.
With reputable institutions entering the market, powerful partnerships being made and the removal of those giving crypto a bad name, the prediction for 2023 is that demand for cryptocurrencies and blockchain technology is only going to increase. With supply staying the same thanks to the very nature of crypto, we can expect the price to inevitably increase.
So could a Bull market be upon us in 2023? Time will tell but one thing is for sure, cryptocurrencies are here to stay. It’s time for businesses to put their game faces on…
About Investment Mastery
Founded in 2003, Investment Mastery is a premium training and education company delivering easy to follow and profitable trading and investing strategies.
Today, Investment Mastery delivers training seminars and workshops, online and live in-person, annually. They have educated over thousands of people across 25 countries, while also developing and delivering industry-leading online support and training that is delivered in three different languages.
Led by founder and chairman Marcus de Maria and his expert team of real traders and investors in the fields of stocks, cryptocurrencies and forex, Investment Mastery’s training education is influenced by the exact same proven techniques that Marcus uses to trade and invest his own money.
The team at Investment Mastery do not just help clients to strengthen their finances, but their mindset too. This helps clients uncover, address and breakthrough their limiting beliefs behind wealth creation and find their reasons ‘why’. This unique approach is what sets them apart from other wealth creation educators and is why clients achieve such incredible results.
The big cash squeeze: will fortune favour the bold?
With a new political landscape, rising inflation, a cost-of-living crisis and increasing pressure from HMRC for payments, many businesses are preparing for a big cash squeeze in 2023. This could push demand for credit management services to a new high, so how will the industry fare and could fortune favour the bold?
At a recent roundtable event in Cardiff, chaired by the Chartered Institute of Credit Management (CICM) and hosted by accountancy firm, Menzies LLP, experts from across the industry discussed the challenges and opportunities that lie ahead for businesses.
During times of economic hardship, credit managers have a particularly challenging, frontline role to play in helping businesses to protect cash flow, while mitigating financial risks. However, a strong focus on cash management and credit control can also generate opportunities to increase revenues and boost profitability.
Challenges lie ahead, not least skills shortages
Prime Minister, Rishi Sunak, has warned that the UK is facing a ‘profound economic crisis’ and while this isn’t a surprise, many businesses feel ill-prepared. The fall-out from Brexit remains a major issue for many industries, particularly those trading in Europe, driving up costs and administration and leaving a legacy of staff shortages that is impacting productivity. High take-up of Government-backed loans during the COVID-19 pandemic, has left many businesses struggling to meet their repayments with reduced revenues and depleted cash reserves, all at a time of record inflation and a war in Ukraine, which is driving up energy costs to exorbitant levels that are simply not sustainable for some businesses.
According to delegates at the roundtable, the biggest and most immediate challenge that businesses are facing is the staffing crisis. Sue Chapple, chief executive of the CICM, commented: “Members are reporting significant staff shortages right across industry sectors. In particular, businesses note a lack of graduates and skilled young people – some of whom are choosing to delay the start of their careers. In sectors such as construction, food manufacturing and hospitality, reduced access to non-UK workers is a major problem.”
While sharing examples of best practice, Nicola Johnson, head of credit and cash processing at PHS, explained that credit management professionals need to invest more time encouraging workers to develop their skills and progress their careers. She said: “We have six workers about to start CICM qualifications at the moment, supported by the business, and we hope that this will encourage them to stay and further their careers.” Other firms reported that more apprenticeships are being taken on to grow the skills base.
For recruiters serving the industry, the lack of candidates for jobs in areas such as credit assurance and risk data analysis is inflating wage expectations, which makes it even more challenging for businesses to recruit the people they need. Jason Pallister, managing director at DCS Credit Management & Recruitment, said: “Some businesses are being priced out of the market by larger companies that are able to offer more attractive reward and remuneration packages. Things are getting increasingly competitive and unrealistic wage expectations are a growing problem.”
Referring to staff shortages in other sectors, Craig Evans, head of new business sales at credit ratings provider, Company Watch, added: “Staff shortages are so serious in some industries that businesses are unable to trade and some are choosing to wind up now, rather than wait for the situation to get worse. This is a growing area of credit risk that our customers are seeking information about – particularly regarding the number of winding up petition applications.”
While there is no silver bullet to the staffing crisis, employers are aware that they need to remain flexible and understand what workers want. Hans Meijer, EICC director at Coface, said: “We are recruiting in London and Watford at the moment and the demographic of the candidates for vacancies at each location is quite different. Understanding this and staying flexible to individual worker preferences when it comes to hybrid working is helping us to attract the right people. Greater focus on training and skills development is also helping.”
Rising tide of insolvencies
With inflation rising and ongoing uncertainty surrounding trading conditions, the challenges facing businesses are expected to continue through 2023. The hike in energy costs, due next April, could be a pivotal moment for some businesses. A survey conducted recently by the Office for National Statistics (ONS) found that one in 10 UK businesses reported being at a ‘moderate-to-severe’ risk of insolvency, with rising energy costs cited as a major factor. Smaller firms with fewer than 50 employees were among those most likely to report being at risk.
Bethan Evans, business recovery partner at Menzies LLP, said: “Corporate insolvencies in England and Wales rose to a record level in Q2 and some businesses are seeking advice about entering an insolvency process now, because they know that cost and staffing pressures, as well as market uncertainty, are not going away. They are already on the brink and the rise in the energy price cap next April could push them over the edge.”
For in-house credit management teams, reading customer behaviour and spotting red flags is increasingly important. Some businesses are still working through customer issues caused by the pandemic restrictions. In some cases, contracts have been successfully re-negotiated or ‘Covid credits’ issued. However, in other instances, demands for payment and legal action for breach of contract have proved unavoidable. Overall, there is a willingness to be flexible but, with more customers favouring short-term contracts and seeking greater control over when and how they make their payments, credit managers are feeling the strain.
Sue Chapple commented: “It has never been more important for businesses to know their customers and understand the pressures and risks they are facing. Through effective communication, credit management professionals can help to build a more complete picture.”
More focus on supply-side risks
Customer risk isn’t the only source of financial risk requiring senior-level attention. Companies understand the importance of underwriting customer credit risk, but a growing number are now seeking advice about how to mitigate supply-side risks too. “Communication is vital, as businesses need to understand where external risks lie and how to identify them. They also need accurate data about where risks might arise in the future, so they are better informed,” commented Craig Evans.
Simon Philpin, head of trade credit at credit assurance provider, Markel, added: “We have seen increased demand for credit assurance linked to suppliers. Unfortunately, businesses in some sectors have been experiencing defaults or delays, which can be highly disruptive and financially damaging.
“Fraud is another major risk factor for businesses across industry sectors. Sometimes it is linked to the activities of financiers, such as invoice discounters, and we are advising businesses to be particularly cautious when auditing their suppliers and customers. Fraud linked to the misuse of Government-backed loans is also widespread.”
Fortune favours the agile
Despite the many challenges that businesses and their credit management teams are facing on a day-to-day basis, there will also be commercial opportunities in the year ahead. As some businesses demonstrated during the pandemic, those that are quick to diversify to meet new or growing areas of demand could reap rewards. According to Bethan Cooke, senior lawyer at Admiral Money: “While risk understanding is important, businesses should also be thinking about how they might expand products or service lines in the year ahead. In particular, digitisation can deliver better quality data about customer journeys to support cross-selling or other revenue-generating initiatives.”
Even in the midst of a ‘profound economic crisis’, some businesses will succeed in growing their market share or expanding into new markets. Craig Evans added: “In the 2008/09 recession, we worked with a construction business that took on more risk and increased its market share as a result. Now they are back and looking to do the same thing again. As long as they can quantify the risk they are taking on and don’t over-stretch, it could be another case of ‘fortune favours the bold’.”
This report is based on a roundtable event for employers and credit management professionals, chaired by the CICM and hosted by accountancy firm, Menzies LLP.
First published at Credit Management magazine.
How FS organisations can utilise data to boost customer experience
Charles Southwood, Regional VP and GM – Northern Europe and Africa at Denodo We’ve all heard the age-old adage “the customer...
The Evolution of SoftPoS in 2023
By Brad Hyett, CEO of phos Contactless payments and digital wallets have surged in popularity in recent years. Part of...
The Importance of Digital Trust in Banking and Finance
By Maeson Maherry, COO at Ascertia With the rising adoption of eSignatures and the acceleration of digital transformation, trust...
Taking Financial Services to the Edge
Authored by Pascal Holt, Director of Marketing, Iceotope Edge computing, cloud, and AI are changing the competitive landscape for...
Accounting Automation in the Future
Accounting automation is the process of streamlining repetitive tasks in financial processes. For example, some processes like invoicing are time-consuming...
How banks can help customers during the cost of living crisis
Lavanya Kaul Head of BFSI, UK & Ireland, LTI Mindtree Surging energy and food prices are significantly driving up...
Weathering the economic storm in 2023
Nikki Dawson, Head of EMEA Marketing at Highspot New year, new business challenges. When it comes to creating and...
Three ways data can help financial organisations thrive in today’s economy
By Rinesh Patel, Global Head of Financial Services, Snowflake Financial organisations are caught in the middle of an ever-evolving...
What is the right strategy for the end of money?
By John Barber, VP & Head of Europe at Infosys Finacle More than five thousand years ago, humans replaced barter...
2023 – what will happen in the payment world?
Tommaso Jacopo Ulissi, Head of Group Strategy, Nexi Group 2022 was a year of transition for consumers, as BNPL (Buy...
2023 crypto trends that businesses need to know about
By Marcus de Maria, Founder and Chairman of Investment Mastery As cryptocurrencies have started to enjoy wider global acceptance...
Defining Fraud in 2023
Scott Buchanan, Chief Marketing Officer at Forter Fraudsters are fluid — they constantly experiment with new tactics to find cracks in...
How accounting software may hold the key to keeping on top of credit control
By Paul Sparkes, Commercial Director of award-winning accounting software developer, iplicit. One of the first rules everyone learns about...
Coreless Banking: How banks can thrive in 2023
Hans Tesselaar, Executive Director of BIAN In recent years, banks have faced immense disruption and struggled to transform with...
Will cyberattacks be uninsurable in 2023? Three steps that financial organisations can follow now
By James Blake, Field CISO of EMEA, Cohesity The growing number of cyber attacks and subsequent damage has led...
Why Financial Services Institutions must de-risk the customer journey in 2023
By Perry Gale, VP EMEA at Cyara From rising interest rates, to the cost-of-living crisis and the ongoing recession,...
Why finance needs a technological leap in fraud prevention
Brett Beranek, VP & General Manager, Security and Biometrics at Nuance Communications Banking fraud is always a punishing experience for...
How Banks Should be Future-Proofing Themselves
By John da Gama-Rose, Head of BFS, Global Growth Markets, Cognizant Businesses across the world are facing a combination of...
The Promise of AI in Financial Services in 2023
By Kevin Levitt, Global Industry Business Development, Financial Services, NVIDIA As we enter the new year, many are left...
What to expect from banking and payments in 2023
Michael Mueller, CEO, Form3 The banking industry went through a number of significant challenges in 2022. The steep increase...