Burlington, MA, USA, Oct 12, 2021 -- Mitsui Sumitomo customers in Brazil will now enjoy an automated process when searching for information about the status of a claim, viewing payment history, or requesting a copy of their insurance policy or other documents. The Brazilian branch of Mitsui Sumitomo, a member of a global insurance group, automated their customer service for these customer calls to speed up interactions and improve customer satisfaction. The hybrid system empowers users with visual self-service via Zappix Visual IVR and allows customers to transfer to a live customer service representative if needed.
"Zappix Visual IVR is an innovative solution that brings visual and audio self-service to our customer experience journey," says Bruno Porte, Director of IT, Claims, and Operations at Mitsui Sumitomo. "When one of our customers calls the contact center for support, they are provided with an option in our IVR (Interactive Voice Response) to use visual self-service. When they choose that option, a text message is sent with a link to the customer’s mobile device. They can then begin the visual experience with menus and audio prompts to guide them step by step through sending documents, finalizing the receipt of the claim amount, and other use cases."
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"The Zappix Visual Self-Service solution brings cutting-edge technology and benefits to our customers like Mitsui," said Alvaro Castro, president of Intelidata. "Even with the expected growth of its customer portfolio, Mitsui Sumitomo will be able to handle the increase in incoming call volumes without having to expand the contact center, thanks to the deflection of calls to digital self-service channels."
"We are excited to add Mitsui Sumitomo to our portfolio of customers using Zappix Visual IVR, expanding our services in Latin America," said Yossi Abraham, President of Zappix. "AI-powered digital self-service is transforming the customer experience for insurers and their customers. We are happy to work at the forefront of this market and deliver these benefits to Mitsui Sumitomo's customers."
Posted by Veronica Silva Cusi, news correspondent
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 rates, reducing costs, and providing up-sell opportunities, while improving customer satisfaction.
Published: Wednesday, October 13, 2021
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