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CX Automation for Insurance
Insurers use Verint CX Automation Platform to increase agent capacity, elevate policyholder experience, and strengthen compliance across Property & Casualty, Life & Annuities, and back-office operations.
CX in Insurance
The insurance industry is changing drastically, presenting insurers with difficult CX challenges all around the globe:
- Digital transformation and the disruptive rise of InsurTechs
- Increasing consumer expectations
- Rising number of fraudulent claims
- Talent attrition and retention
- Evolving regulatory environment
And that’s not the end of it. Property and Casualty as well as Life and Annuities providers struggle with challenges specific to their fields.
Unpredictable call volumes and increasing costs
Catastrophic events happen more frequently than ever before. These events often result in dramatically increased call volumes and insurance claims, for which it is impossible to prepare. Nevertheless, you must be able to be there for your policyholders – no matter when they call or how many calls you get.
What’s more, rising material costs make it challenging to offer attractive insurance pricing to your customers. How do you manage costs without compromising on customer satisfaction?
Customer expectations and demographic transition
As a life insurer, you often interact with your customers during the most difficult times of their lives. For this reason, their experience with your business must be as seamless as possible.
In addition, the general ageing of the population means that you must be prepared for an increasing number of annuity claims going forward. At the same time, the number of people who opt for annuity plans is on the decline. How can you keep up the quality of your services in such economic uncertainty?
Insurance Workforce Management
AI‑powered forecasting for insurance demand patterns
Insurance demand is shaped by forces that are difficult to predict with traditional models – catastrophic events, hurricane seasons, renewal cycles, and enrollment periods.
Verint’s AI‑powered insurance workforce management software forecasts demand by modelling event‑driven and seasonal patterns across lines of business. This includes catastrophe response surges, policy renewals, open enrollment for Life & Annuities, and Medicare Annual Enrollment Period where applicable – helping insurers prepare staffing plans that protect service levels without over‑resourcing.
Scheduling across contact center and back office
Effective insurance WFM must coordinate staffing across both customer‑facing and operational teams. Verint enables unified scheduling across contact centers and back‑office functions such as claims processing, underwriting support, policy servicing, and billing inquiries.
Multi‑skill, rules‑based scheduling aligns licensed agents and specialized staff to the right queues at the right time, improving throughput and cycle times while supporting consistent service experiences across insurance workflows.
TimeFlex Bot and hyper‑schedule flexibility
Insurance contact centers face volatile demand and high attrition risk. TimeFlex Bot enables hyper‑schedule flexibility by allowing agents to adjust schedules in real time within defined guardrails, improving coverage during surges while giving employees greater control.
This capability has delivered proven results for multinational insurers, improving schedule adherence and reducing attrition. Hyper‑flexible scheduling helps insurers respond rapidly to spikes without compromising employee engagement or regulatory oversight.
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Improve your operations and leapfrog the competition
Transform your business for the new digital age of insurance to increase productivity and get ahead of the competition – including disruptive InsurTech firms.
Guardian Life wanted to modernize its workforce planning capabilities in the cloud. Through Workforce Management and Verint’s strategic partnership with AWS, they managed to increase productivity by 20%, reduce call volume by 20%, and get ahead of insurance industry disruption driven by new technology and changing customer expectations.
Reduce call handling times with digital channels
Accelerate your digital transformation to drive AI business outcomes.
Leveraging Verint Channel Automation, IAG managed to simplify and digitize the customer journey, increasing customer interactions through digital channels by over 40% and reducing call handling times by 20%.
Provide seamless experiences across all customer touchpoints
As technology evolves, customer expectations grow – and the insurance sector is no exception.
Verint offers Specialized Bots that augment the contact center agent’s capabilities, allowing them to focus on the customer, and not the technology. The Coaching Bots give agents real-time guidance so they can have effective, empathetic conversations with your customers. The Knowledge Suggestion Bot presents relevant, contextual resources so agents can provide the right answers. The Interaction Wrap Up Bot leverages AI to automatically summarize an interaction, freeing up agents’ time. Trust Bot helps detect fraud risks without disrupting the conversation or forcing customers through rigid scripts.
Leverage interaction data across channels
Understanding what your customers want and where they might be frustrated is essential to being able to continually improve CX. Verint Voice of the Customer solutions enable you to listen everywhere, analyze deeper, and act immediately on interaction data insights.
Increase capacity and employee productivity
Increase the efficiency of your workforce to be able to engage with your customers seamlessly, even in times of high demand.
Guardian Life uses Verint Workforce Management to improve employee productivity and performance. In its back office alone, Guardian was able to improve capacity by 10% to 15% and reduce overtime by 30%.
Improve efficiency while elevating CX
Processing claims or benefits requests can be complex and relies heavily on your back-office support functions. To deliver a great CX, it is vital to execute these processes quickly and accurately. These functions need to maximize capacity and employee productivity to while meeting service goals. At the same time, you must be able to efficiently detect and prevent claim fraud while keeping your customers’ trust.
Using Verint Operations Manager, Wesleyan achieved 20% cost savings in underwriting and maintained excellent customer satisfaction results.
Improve fraud detection accuracy and accelerate resolutions for genuine customers.
With insurance fraud is on the rise, insurers are facing a difficult challenge: How can you efficiently protect yourself against fraudulent claims while maintaining good customer experience?
Verint Trust Bot leverages patented behavioral analytics and explainable AI to help detect fraud risks, letting you focus on the claims that matter most, while supporting genuine customers with minimal friction.
Enhance operational efficiency and improve claims team satisfaction.
By delivering rapid, post-call analysis with clear traceability, Trust Bot empowers reviewers to make better-informed, fairer decisions, faster.
It helps reduce investigation time, drive speedy settlements, and enhance operational efficiency, no matter the volume of interactions.
Speed up the hiring process and find the right employees
It’s becoming increasingly hard to attract and hire talent in the insurance industry. Tackle modern HR challenges with AI.
Verint Interviewing Bot uses predictive analytics to identify top candidates during the interviewing and onboarding process. It also integrates seamlessly with Verint Workforce Management, so you can easily harmonize your hiring plans and resource and capacity planning process.
Work Entropy, a company that specializes in solutions for hiring in the “gig economy,” was able to source independent workers, from application to onboarding, within 24 hours.
Retain your employees easily and effortlessly
Providing your employees with a good work/life balance is crucial in keeping them engaged.
Powered by AI, Verint TimeFlex Bot empowers your agents to make unlimited schedule changes, removing the need for manual change requests and enhancing schedule quality at the same time. Deliver AI business outcomes in your contact center with reduced attrition, absenteeism, and improved employee experience.
Keep current with industry regulations
The insurance industry is governed by complex, ever-changing regulations. As non-compliance with these regulations can lead to sever consequences, adherence is key for your business.
Maintain compliance with insurance regulations to avoid hefty fines, legal consequences, and damaged reputation with our Quality and Compliance solutions.
Improve your operations and leapfrog the competition
Transform your business for the new digital age of insurance to increase productivity and get ahead of the competition – including disruptive InsurTech firms.
Guardian Life wanted to modernize its workforce planning capabilities in the cloud. Through Workforce Management and Verint’s strategic partnership with AWS, they managed to increase productivity by 20%, reduce call volume by 20%, and get ahead of insurance industry disruption driven by new technology and changing customer expectations.
Reduce call handling times with digital channels
Accelerate your digital transformation to drive AI business outcomes.
Leveraging Verint Channel Automation, IAG managed to simplify and digitize the customer journey, increasing customer interactions through digital channels by over 40% and reducing call handling times by 20%.
Provide seamless experiences across all customer touchpoints
As technology evolves, customer expectations grow – and the insurance sector is no exception.
Verint offers Specialized Bots that augment the contact center agent’s capabilities, allowing them to focus on the customer, and not the technology. The Coaching Bots give agents real-time guidance so they can have effective, empathetic conversations with your customers. The Knowledge Suggestion Bot presents relevant, contextual resources so agents can provide the right answers. The Interaction Wrap Up Bot leverages AI to automatically summarize an interaction, freeing up agents’ time. Trust Bot helps detect fraud risks without disrupting the conversation or forcing customers through rigid scripts.
Leverage interaction data across channels
Understanding what your customers want and where they might be frustrated is essential to being able to continually improve CX. Verint Voice of the Customer solutions enable you to listen everywhere, analyze deeper, and act immediately on interaction data insights.
Increase capacity and employee productivity
Increase the efficiency of your workforce to be able to engage with your customers seamlessly, even in times of high demand.
Guardian Life uses Verint Workforce Management to improve employee productivity and performance. In its back office alone, Guardian was able to improve capacity by 10% to 15% and reduce overtime by 30%.
Improve efficiency while elevating CX
Processing claims or benefits requests can be complex and relies heavily on your back-office support functions. To deliver a great CX, it is vital to execute these processes quickly and accurately. These functions need to maximize capacity and employee productivity to while meeting service goals. At the same time, you must be able to efficiently detect and prevent claim fraud while keeping your customers’ trust.
Using Verint Operations Manager, Wesleyan achieved 20% cost savings in underwriting and maintained excellent customer satisfaction results.
Improve fraud detection accuracy and accelerate resolutions for genuine customers.
With insurance fraud is on the rise, insurers are facing a difficult challenge: How can you efficiently protect yourself against fraudulent claims while maintaining good customer experience?
Verint Trust Bot leverages patented behavioral analytics and explainable AI to help detect fraud risks, letting you focus on the claims that matter most, while supporting genuine customers with minimal friction.
Enhance operational efficiency and improve claims team satisfaction.
By delivering rapid, post-call analysis with clear traceability, Trust Bot empowers reviewers to make better-informed, fairer decisions, faster.
It helps reduce investigation time, drive speedy settlements, and enhance operational efficiency, no matter the volume of interactions.
Speed up the hiring process and find the right employees
It’s becoming increasingly hard to attract and hire talent in the insurance industry. Tackle modern HR challenges with AI.
Verint Interviewing Bot uses predictive analytics to identify top candidates during the interviewing and onboarding process. It also integrates seamlessly with Verint Workforce Management, so you can easily harmonize your hiring plans and resource and capacity planning process.
Work Entropy, a company that specializes in solutions for hiring in the “gig economy,” was able to source independent workers, from application to onboarding, within 24 hours.
Retain your employees easily and effortlessly
Providing your employees with a good work/life balance is crucial in keeping them engaged.
Powered by AI, Verint TimeFlex Bot empowers your agents to make unlimited schedule changes, removing the need for manual change requests and enhancing schedule quality at the same time. Deliver AI business outcomes in your contact center with reduced attrition, absenteeism, and improved employee experience.
Keep current with industry regulations
The insurance industry is governed by complex, ever-changing regulations. As non-compliance with these regulations can lead to sever consequences, adherence is key for your business.
Maintain compliance with insurance regulations to avoid hefty fines, legal consequences, and damaged reputation with our Quality and Compliance solutions.
Insurance solutions
Workforce Management
Streamline forecasting and scheduling across your enterprise. Improve customer and employee experience and increase workforce efficiency at the same time.
Back-Office Operations
Improve operational performance and CSAT in your back-office teams. Maximize capacity to meet SLAs and elevate CX.
Channel Automation
Empower your workforce across telephony and digital channels. Ensure consistent conversations, leverage automation, and manage your staff flexibly and efficiently.
Telephony and Digital Channels
Provide seamless customer experiences across channels, bots, insurance branches, and agents. Empower your customers and reduce costs at the same time.
Voice of the Customer
Listen to your customers across all channels and analyze all interactions to increase customer satisfaction and boost business performance.
Trust Bot
Improve fraud detection accuracy and accelerate resolutions for genuine customers. Enhance operational efficiency while increasing CX and claims team satisfaction.
Verint for Financial Compliance
Capture, retain, and analyze all communication modes across traditional and modern communications platforms to comply with strict regulations.
Balancing risk and customer experience in insurance contact centers
Today, insurers face an ever-increasing number of fraudulent activities, from opportunistic “soft” fraud to sophisticated social engineering and OAuth cyberattacks. Preventing and promptly responding to these incidents is top priority for contact center leaders, but you can’t sacrifice your customers’ experience and trust in the process.
Learn how Verint AI-powered bots can help you detect and prevent fraud before, during, and after each call, while ensuring a seamless customer journey.
Featured case studies
Featured resources
Frequently asked questions
CX automation for insurance uses AI, automation, and analytics to improve customer and agent experiences across contact center and back‑office workflows. It automates routine interactions, guides agents in real time, supports quality and compliance, and scales service during demand spikes – helping insurers reduce costs, increase agent capacity, and deliver more consistent policyholder experiences across P&C and Life & Annuities.
P&C CX automation focuses on high‑volume, event‑driven interactions like claims and catastrophe response, requiring rapid scaling and triage. Life & Annuities CX automation supports lower‑volume, longer, more advisory interactions tied to renewals, enrollments, and financial guidance. Each requires different automation, routing, workforce planning, and compliance approaches to match the underlying business model.
Insurance contact centers prepare for catastrophic surges using AI‑powered forecasting, flexible scheduling, and digital self‑service. Automation handles routine inquiries while workforce tools reallocate skilled agents in real time. Intraday adjustments and hyper‑flexible scheduling help insurers maintain service levels during hurricanes, wildfires, and other large‑scale events without overwhelming staff or systems.
Insurance workforce management software helps insurers forecast demand, schedule staff, and manage real‑time operations across contact centers and back office. It accounts for insurance‑specific factors such as catastrophic events, enrollment cycles, licensed roles, and regulatory requirements – ensuring the right agents are available at the right time while controlling costs and maintaining compliance.
Insurance contact centers must comply with complex regulations, including state insurance laws, licensing requirements, financial services regulations, and consumer protection mandates. Workforce, quality, and CX systems must support audit readiness, licensed‑agent routing, consistent disclosures, and secure handling of sensitive customer data, while adapting to frequent regulatory change across jurisdictions.
Insurers reduce contact center attrition by improving scheduling flexibility with solutions like Verint TimeFlex Bot, reducing manual work, and supporting agents during complex interactions. AI‑driven workforce management, real‑time coaching, and automation help agents focus on higher‑value work, avoid burnout during peak periods, and gain more control over schedules, leading to higher engagement, retention, and productivity.
Learn more about Customer Engagement Solutions for Insurance today!
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