OK

Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies
Always Active

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies
Active

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies
Active

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies
Active

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

ContactCenterWorld.com LogoContactCenterWorld.com Logo
United States
Login
Invalid Login
Email
Password

Reset / Forgot Password Link

Register FREE
Login
Register FREE
Become a Basic Member for free. Click on the memberships tab
Memberships
HomeFacebookLinkedInTwitterRSSYoutubeInstagramContactCenterWorld
Exec Menu:
Classic Menu:
Default Classic Sub Menu:
Become a Basic Member for free. Click Here
Menu
  • Advertise
    • Overview
    • Directory
    • Banners
    • Emails
    • Events
    • Awards
    • Certification
    • Added Value
    • FAQ
  • Advertise
  • Articles & News
  • Awards
    • Overview
    • Categories
    • How to enter
    • Past winners
    • FAQ
    • My entries
      • Overview
      • Welcome
      • Add Location
      • My Award Entries
      • My Payments
      • Submission Status
      • My Admins
      • Help
    • Judge / Sponsor
    • Industry Champion
    • Employee Engagement
  • Benchmarking
    • Global Benchmarking Study
    • Contact Center Exchange Program
    • Best Practice Conferences
    • Best Practice Awards
  • Events
    • Best in South & North America - Toronto
    • Best in Europe,Middle East & Africa - Vienna
    • Best in Asia Pacific - Phuket
    • Best in the World - Barcelona
  • Groups
    • Aerospace
    • Agent Zone
    • Association
    • Automotive
    • Awards
    • Banking / Finance / Credit
    • Benchmarking
    • Best Practices
    • Charity / Not For Profit
    • Computer Hardware / Software
    • CRM
    • Executive Track
    • Government
    • Healthcare / Pharmaceutical
    • HR
    • Insurance
    • Legal
    • Management
    • Manufacturing
    • Outbound
    • Outsourcing
    • Performance
    • Quality
    • Retail
    • Service Industry
    • Social Media
    • Tactics & Strategy
    • Technology
    • Telecom
    • Training
    • Travel / Transportation / Tourism
    • Utilities
    • Workforce Management
  • Jobs
  • Resources
    • International Contact Center Week
    • TopPlace2Work
    • Mobile App
    • Social Exchange Program
    • The Learning Academy
    • What Drives You Crazy At Work
    • Find a Career
    • Glossary
    • Link to Us
    • Industry Social Overview
    • RSS Feeds
    • Company Blogs
    • Sponsorship Opportunities
    • Submit Editorial
    • Association Directory
    • Demo's and Tutorials
    • Feeds for Your Website
    • Event Photos
  • Buyers Guide
  • Tips
  • Tips
  • Articles
  • Events
    • Best Practice Conferences
    • Other Events
    2018 Event Banner2019 Americas Conference2019 EMEA Conference2019 APAC Conference2019 Global Conference
  • Awards
    • Top Ranking Performers
    • Overview
    • Categories
    • How to Enter
    • Past Winners
    •  
    • FAQ
    • Judge / Sponsor
    • OTHER AWARDS
    • DREAM Team
    • Industry Champion
    • Employee Engagement
    • Members' Choice Awards
  • Benchmarking
    • Global Benchmarking Study
    • Contact Center Exchange Program
    • Best Practice Conferences
    • Best Practice Awards
  • Jobs
  • Buyers Guide
  • Resources
    • International Contact Center Week
    • TopPlace2Work
    • Mobile App
    • Social Exchange Program
    • The Learning Academy
    • What Drives You Crazy At Work
    • Find a Career
    • Glossary
    • Link to Us
    • Industry Social Overview
    • RSS Feeds
    • Company Blogs
    • Sponsorship Opportunities
    • Submit Editorial
    • Association Directory
    • Demo's and Tutorials
    • Feeds for Your Website
    • Event Photos
  • Advertise
  • Groups
    • Aerospace
    • Agent Zone
    • Association
    • Automotive
    • Awards
    • Banking / Finance / Credit
    • Benchmarking
    • Best Practices
    • Charity / Not For Profit
    • Computer Hardware / Software
    • CRM
    • Executive Track
    • Government
    • Healthcare / Pharmaceutical
    • HR
    • Insurance
    • Legal
    • Management
    • Manufacturing
    • Outbound
    • Outsourcing
    • Performance
    • Quality
    • Retail
    • Service Industry
    • Social Media
    • Tactics & Strategy
    • Technology
    • Telecom
    • Training
    • Travel / Transportation / Tourism
    • Utilities
    • Workforce Management
X
WHAT CAN WE HELP YOU FIND?
categoriesSearch Category
All CategoryAll
Editorial CategoryArticles
Tips CategoryTips
Person CategoryPeople
Company CategoryCompany
Job CategoryJobs
YouTube CategoryVideo
Blog CategoryBlog
Photo Gallery CategoryGallery
Term CategoryGlossary
Store CategoryStore

News : Cove Sells NZs First Insurance Policy via Chatbot

#contactcenterworld, @ccinz

Auckland, New Zealand, June 26, 2018 -- Auckland-based Cove Insurance has sold what is believed to be New Zealand's first insurance policy by a chatbot.

Currently in private beta, Cove CEO Andy Coon insured his 2001 Audi S3 through the Facebook Messenger based chatbot.

"We timed it at slightly over three minutes to get insured, which is an immense improvement compared to what New Zealanders are used to" explained Andy.

"However our goal is to continue using technology to make this process simpler and faster. I believe we can take steps to further streamline this process"


Sponsor message - content continues below this message

Employee Engagement Awards NOW OPEN!

Enter your center,and compete for this prestigious award to attract new staff and show investors and customers you are #1 in your nation!!

FIND OUT MORE HERE


Content continues ….

Striving to make insurance simpler to understand, with a digital-first approach, Cove will initially offer a chatbot experience within Facebook Messenger. Within this interface the customer will be asked series of questions, before being presented with an insurance quote which is available for immediate purchase, with coverage beginning instantly.

"Offering a service like this through a chatbot isn’t yet common in New Zealand, but has proved successful in other markets" explains Chief Product Officer Rob Coon.

"In saying that, our Facebook Messenger chatbot is simply the first distribution channel for Cove. We will soon be offering other channels, including a simplified web experience".

Dr Ming Cheuk, University of Auckland Bioengineering graduate, has been working with the Cove team for a year now, and will soon begin to develop intelligent claims approval technology, which will mix AI with behavioural sciences to automate much of the claims process.

"When we were researching what New Zealand consumers wanted in their ideal insurance experience, we found that most consumers had both their best and worst experiences with their insurer during the claims process" explained Rob.

"Therefore we are now focused on making the Cove claims experience as seamless as possible, and we will be developing this further in the coming months with the plan of making the technology available for Cove customers later in the year".

Cove is also leveraging a number of cloud providers such as Amazon Web Services (AWS) to ensure the company remains agile, and can focus more on development of innovative technology while benefiting from rapid deployment.

"Developing much of our capability with cloud based vendors allows Cove to manage significant infrastructure with a very small team" explains CTO Peter Reid.

"Infrastructure in code, serverless architecture along with the usage based pricing is ideal for a technology startup. The use of external consultants ensures adherence to best practice and supports our ‘right first time’ philosophy".

Cove is currently in private beta, and will be launching to the general public in the coming months.

#contactcenterworld, @ccinz

Posted by Veronica Silva Cusi, news correspondent
Source: Contact Centre Institute of NZ

Today's Tip of the Day - Benchmark Versus Best Agents

Read today's tip or listen to it on podcast.

Related Editorial

  • Orcon to Close Manila Call Centre, Re-establish in New Zealand
  • Winners of Concentrix Unitec Student Scholarship Programme
  • ERGO Germany Goes Live With FRISS to Enable AI Powered Customer Service Improvements
  • Infomedia Regain Success in the Annual CCW Asia Pacific Award
  • WOW! Award Winners Celebrate with GOLD in Thailand! - The Best in Asia Pacific 2019
  • Vonage Wins 2019 ContactCenterWorld Top Ranking Performer Award

More Editorial From Contact Centre institute of New Zealand

  • Orcon to Close Manila Call Centre, Re-establish in New Zealand
  • Winners of Concentrix Unitec Student Scholarship Programme

About Contact Centre institute of New Zealand:
The Contact Centre Institute of New Zealand (CCiNZ) was established to fill the need for a transparent and coordinated national body to support, educate and engage professionals in the New Zealand Contact Centre Industry.
         

Published: Wednesday, June 27, 2018

Printer Friendly Version Printer friendly version

Industry Suppliers

Get Listed
GenesysGenesys
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
(view more)
SalesforceSalesforce
Salesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file man...
(view more)
Transcosmos, Inc.Transcosmos, Inc.
Maintaining multi-channel customer support via phone, fax, web and email can be a heavy burden for a company to bear. In addition to maintaining a high quality support system that takes advantage of t...
(view more)
ZappixZappix
Zappix transforms the user journey during contact center interactions. The cloud-based Zappix Visual IVR On-Demand platform provides a full visual experience for customers, increasing self-service ...
(view more)
Get Listed

Latest Americas Newsletter