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News : Travel Insurer Launches AI Chatbot In Preparation Of Post-COVID-19 Travel Recovery

#contactcenterworld

Auckland, New Zealand, Oct 26, 2021 -- Southern Cross Travel Insurance (Southern Cross) has launched a conversational AI chatbot in preparation for a post-COVID-19 rebound in tourism and subsequent increase in travel bookings.

Southern Cross’ new digital ‘employee’, a kea named Scout, will support the travel insurer’s Claims and Contact Centre teams by automating high volume, but straightforward, enquiries such as how to get a quote, find out the status of a claim, how to upload supporting documents, and where to access policy information.

Designed by Ambit, Scout will provide better functionality and customer experience for Southern Cross customers needing less assistance with those kinds of questions. Available 24/7, Scout also has an option for customers to chat live with the Claims and Contact Centre teams during business hours.

As the travel insurer operates in both New Zealand and Australia, Scout has been designed to have slightly different personality characteristics for each market to help optimise the user experience, based on the unique cultures of each country.

Wayne Carter-Stuart, Head of Operations for Southern Cross, said, "Investing in conversational AI is another way that we’re digitising our business to offer more ways for customers to access timely information."

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Having the ability to provide 24/7 support via Scout is particularly important for customers travelling overseas, who are often in different time zones.

"In anticipation of the borders reopening and international travel resuming, we’re expecting an increase in customer enquiries, and Scout will support us in scaling back up our customer response," added Carter-Stuart.

"Scout will also help free up Southern Cross’ front-line teams to respond to more complex enquiries, and reduce the need for customers to call or email with straightforward questions. In time, we anticipate that Scout will handle up to 20 percent of customer enquiries, and this will increase as its machine learning evolves," he said.

Carter-Stuart says Southern Cross canvassed teams across the business to choose a name for its new digital team member.

"Scout was chosen after an internal competition and we like the double meaning. As a noun, it means someone who is sent ahead to obtain information, and as a verb, it means to observe or explore in search of something.

"For a chatbot that helps our customers source the information they need, without the need to email or call, we thought the name was quite apt. For the avatar, we chose a kea, because while we operate on both sides of the Tasman, it’s a nod to our New Zealand roots. The kea is known for being playful and clever which are personality traits that translate well here and in Australia.

"We want to reassure our customers that their digital experience and interaction with Scout will always be an extension of the high-quality service people have come to expect when dealing directly with any of our team here at Southern Cross," he said.

Melisa Shore, New Zealand Sales Lead at Ambit, said, "We are excited that conversational AI is part of the recovery strategy for the tourism industry and that Scout can convey the brand personality of such a well-known and respected name in travel like Southern Cross."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.scoop.co.nz


About Ambit:
Ambit is an Auckland-based conversational artificial intelligence (AI) company.
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Today's Tip of the Day - Check Your Automated Attendant Regularly

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

Published: Wednesday, October 27, 2021

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2022 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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