AI-Powered Excellence:
Transforming CX and Streamlining Insurance Operations
Revolutionise your insurance distribution efficiency by collaborating with RSG, experts in insurance marketing, and Instadesk, innovators in AI-driven technology. We enable success by integrating deep insurance distribution knowledge and analytics with the latest technology, accelerating change and building competitive advantage.
Our Smart Call Centre Solution comprises a suite of advanced AI tools designed to:
Streamline & optimize
call centre operations
Reduce dependency
on human resources
Enhance customer
experience
Three core offerings have been developed for seamless
integration into existing customer journeys:
AI Voicebot
Engage with your customers efficiently at scale with advanced conversational voice AI.
Achieving these outcomes relies on important key features:
End-to-end learning-based technology excelling in mixed language and high background noise environments
The ability to converse in multiple languages, including Japanese, Malay, English, and Singlish, with more languages on the way
Simulates a natural conversational flow and allows interruptions to achieve a better contextual understanding of customer interactions
Sentiment recognition that captures the context of conversations while gathering metrics to analyse customer behaviour
Voicebot functionality that enables effortless transfers to human agents without losing conversational context
AI Quality Assurance
Improve your call quality monitoring processes with sophisticated, real-time AI QA
Accomplishing these goals is possible with our advanced
AI QA system which monitors TSR and customer interactions.
- Real-time speech detection:
Live speech is instantly converted to text - Contextual Analysis:
Key words are identified, and pace, sentiment and tone are analyzed to understand the customer and TSR behaviour including Japanese, Malay, English, and Singlish, with more languages on the way
- Actionable Suggestions:
Real-time suggestions are provided to TSRs for effective call management, including speaking pace, volume, script recommendations, and objection handling tips
- Critical Moment Recognition:
Team leaders receive alerts if timely intervention is required
Guarantee 100% call coverage for thorough oversight
Optimise initial review process to achieve greater efficiency
Provide proactive support that guides TSRs during calls for improved customer interactions
Gain sentiment insights for a deeper understanding of customer sentiment and interaction quality
Boost performance by helping TSRs effectively handle objections and adhere to scripts
Ensure enhanced compliance through real-time monitoring that aligns with policies
AI Coaching
Train your TSRs across all call centre functions with 24/7 virtual AI coaches.
Reaching these objectives across your telesales, customer service,
QA and call centre operations is possible by combining AI and traditional coaching techniques.
Integrate live call measurements to assess development and improvement during conversations, enabling real-time progress tracking and performance evaluation
Deliver soft skills training, health and wellness guidance and exercise and work-life balance tips
Provide onboarding training on company policies, procedures, and systems
Track TSR progress and performance to identify areas for improvement
Conduct refresher or compliance training based on a predetermined frequency
Collaborate with human coaches to deliver training on product knowledge, scripts, and quality audits
Ensure 24/7 availability of AI coaching, offering training and serving as a supplemental tool
Unlock operational efficiency and enhance customer experience with our Smart Call Centre solution, featuring conversational AI technology, robust quality assurance, and comprehensive coaching.
Speak to us today to discover how we can transform your team's performance and elevate your customer journey!
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