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A Fortune 100 insurance company that provides personal, business, and other insurance products to US and global markets.
Facing challenges like high customer effort, escalating support costs, disjointed service experiences, and poor agent productivity, the insurance company turned to Dashbot. This transition enabled them to proactively craft customer service strategies, leveraging omnichannel insights to enhance customer experiences. With Dashbot, the company accessed previously untapped insights, refined agent performance, and identified new use cases. Optimized chatbot interactions have since boosted customer satisfaction and minimized manual interventions.
"There's a lot of variation in these conversations… but you're able to derive that this was all involving scheduling appointments, and it seems spot on."
"The initial tree map, the level that it's at. That's the 50,000-foot view we need to figure out what's going on out there."
— Data Science Business Partner
The customer journey for this Fortune 100 Insurance Company is complex and disconnected - it spans email, chat, phone, SMS, chatbot, and self-service website. Additionally, the journey must be flexible to account for shorter interactions (questions, support) and more in-depth claims management.
Dashbot automatically transforms and visualizes the data across the sources to provide the CX team insights to monitor and improve the customer experience:
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