Max Life elevates customer experience with its innovative ‘VOX Speech’ AI Program
Max Life Insurance Company Ltd. (“Max Life” / “Company”), has launched a pioneering ‘VOX
Speech’ AI Program that leverages intelligent speech
analytics and helps in extracting valuable customer insights from voice
call data. It has helped the Company improve the customer buying and
onboarding journey and to build a hyper-personalized
customer experience.
The
program uses a language-based speech-to-text analysis model along with
NLP (Natural Language Processing) program to extract insights from
customer
and tele-caller voice interactions. These insights coupled with
aggregating call engagement scores, script adherence, pitch
effectiveness scores, and similar productivity metrics, help
dramatically improve the customer experience.
Manu Lavanya, Director & Chief Operations Officer, Max Life Insurance said, “We
are a customer-obsessed Company, and we firmly believe technology to be
a strong enabler in our journey to deliver a superior customer
experience. Using innovations around AI and Natural Language Processing,
we have created cutting-edge solutions like VOX
AI that enable us to sit closer to our customers.”
The
VOX AI system is currently implemented to analyze telesales calls with
plans to scale this solution across every type of customer call
touchpoint. This includes renewal reminder calls,
service and verification calls, and tele-medical calls. As part of its
digital excellence journey, Max Life recently launched ‘Medicheck’, an
innovative real-time health analytics solution that generates customer
health scores basis medical data. Such solutions
are enabling Max Life in the journey of building a digital and
analytics-driven ecosphere to achieve business goals and improve the
overall customer experience
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