- In this video, we're gonna demonstrate
how Microsoft's unified Digital Contact Center Platform
supports our insurance customers
on their contact center transformation journey.
Our focus is on meeting our customers
wherever they are on that journey
to drive meaningful outcomes
with every customer interaction,
whether that's optimizing existing investments
or a comprehensive end-to-end contact center transformation.
Today's policy holders expect personalized interactions
and seamless experiences across all touchpoints
from anywhere and any time.
Jim has his Contoso mobile application running on his phone
to take advantage of his safe driving habits.
Unfortunately he encounters another driver
who causes a minor accident,
which is detected by his mobile app.
(phone ringing)
- [IVR] We have detected an accident.
Are you okay?
- I'm okay.
It was a minor accident, but there is damage to both cars.
- [IVR] Would you like to start your claim now?
- [Jim] Yes.
- [IVR] Okay. We have verified you using your voice.
Could you please describe what happened
and the damage to your car?
- [Jim] Car cut me off and stopped in front of me
and my front bumper is pushed in and scratched.
- [IVR] Thank you.
We have a description of the incident
and the damage to your car.
Can you please describe the damage to the other car?
- [Jim] The rear end is damaged and the lights are broken.
- [IVR] Thank you.
Was there any damage to surrounding property?
- [Jim] No.
- [IVR] Great, we will send you a message with the details
for you to confirm.
Are you able to submit photos of both cars
and driver's license of the third party at this time?
- [Jim] Yes.
- [IVR] Great, please use the button
on your Contoso phone app to upload your photos.
- [Jim] I have uploaded the photo.
- [IVR] The image you've uploaded is a dog.
Please upload the correct images.
- [Jim] I uploaded the pictures of the car
and driver's license.
- [IVR] Please click next on your screen
to complete the third party information
then click the submit claim button.
- [Jim] I've submitted the claim.
- [IVR] Thank you.
I have created the claim in our system.
Someone will be reaching out to you soon on next steps.
- [Narrator] Microsoft's solution was able to passively
authenticate the policyholder
using their biometric voice print, saving time for Jim,
and ensuring security and privacy
during the entire interaction.
The conversational IVR was able to identify and record
multiple intents and answers in the same response,
allowing the policyholder
to have a very natural conversation with the assistant
saving time and avoiding any frustrations.
The intelligent virtual agent was able to interpret
uploaded photos thanks to a robust AI model,
which decreases the potential human error
and increasing efficiency, as well as
saving the policyholder time
and delivering a positive experience.
Today's customer service representatives require a modern,
universal desktop and collaboration tools
to address policyholder inquiries intelligently and quickly
no matter what the channel.
Intelligent routing matches the policyholders' needs
with the best fit rep increasing first contact resolution
and reducing average handling times.
Tim takes advantage of built-in AI to dynamically guide him
to the right action to resolve policyholder issues faster
using real time sentiment, translation
and guided next best actions.
Leveraging the embedded Teams and Expert Finder
Tim was able to easily find and communicate
with Jim's licensed insurance agent
to address and communicate his needs.
Contact centers are transforming from peer support centers
to becoming a market differentiator
while also enabling immersive sales experiences.
Let's drop in on Mary to witness how Tim's efforts
in the contact center led to additional business
for Contoso Insurance.
- [Mary] Hi, Jim.
This is Mary calling from Contoso Insurance.
I understand you were in an accident.
How are you doing?
- [Jim] Yes, I was, but all is good.
I did not get hurt.
It really makes you think though.
The first thing that came to mind was my kids
and what if this was a serious accident.
By the way, the claims process was a breeze,
way better than it was with Major Insurance.
- [Mary] Good to hear you're okay, Jim.
These events can be so scary
and thanks for the great feedback.
We're so glad to have you as a customer
and I have great news.
It looks like we can save you $350
if we move you to our new family auto policy.
It comes with the same set of coverage
plus an increase in property damage limits
from $100,000 to $150,000.
Would you like me to make that change?
- [Jim] Seems like a no-brainer, yes.
- [Mary] Great, I'll take care of this today.
While I have you I notice you don't have any
life insurance with us.
Do you have coverage with your employer
or with another carrier?
- [Jim] I am in the process of leaving my current employer
and going to start my own business.
I don't have anything with anyone else yet
so I'm glad you brought this up.
I need to leave for a conference call.
Can we talk about this this afternoon?
Maybe after three o'clock or tomorrow after three on this?
- [Mary] Yes, I will send you an invite shortly
for tomorrow.
- [Jim] Great. Talk to you tomorrow.
- [Mary] Thanks, Jim.
Talk to you tomorrow, bye.
- [Narrator] Conversational intelligence guided Mary
to the next best actions, took notes and actions
on her behalf, allowing her to stay on task
and focus on what needs her attention to help her grow
her portfolio with her policyholders.
These are just a fraction of the capabilities
of the Microsoft Unified Digital Contact Center Platform
that supports our insurance customers
on their contact center transformation journey.
With industry leading technologies
like Azure AI Cognitive Services, Conversational IVR,
Dynamics 365 and Microsoft Teams
sitting on the largest, most secure cloud on the planet,
Microsoft is uniquely positioned to be a strategic partner
as our insurance customers' businesses evolve and grow.
For more information
please contact your Microsoft representative
or visit our website.