On November seventh, Lisbon performed host to the third version of the Visor Insights occasion, a platform for trade leaders to share their experiences and insights into redefining effectivity within the digital period. The occasion featured distinguished audio system from Visor.ai, Cetelem, AdvanceCare, Galp, and AFIP – Associação Fintech e Insuretech Portugal, every presenting their methods and successes in navigating the evolving panorama of digital transformation.
Visor.ai’s co-founder and CEO, Gianluca Pereyra kicked off the Visor Insights occasion by shedding mild on the beginning and mission of Visor.ai and our portfolio of options, highlighting how the present merchandise have been deliberate and developed with the target of serving to Buyer Service groups. This was a pivotal second to showcase how Visor’s options have propelled effectivity in firms whereas additionally permitting them to ship a greater buyer expertise via AI and automation. The presentation additionally included insights on how features in effectivity can fluctuate vastly, the significance of conducting an intensive evaluation of what’s meant within the operation, which prices must be quantified, in addition to defining possession in groups, timelines, and KPIs to realize the established objectives.
Cetelem: Implementation Technique Chat for the discount of chilly flows
Tiago Pereira gave us a primary hand look into Cetelem’s implementation of an AI chat answer, the place the first objectives have been to attenuate chilly flows of their dwelling banking system.
The answer was an try at preventing recognized points akin to repetitive contact, lengthy common response time, lack of self-care companies within the e mail channel, sophisticated e mail dealing with, and inefficiency in dealing with rebound circumstances. The implementation technique aimed to deal with these challenges by offering immediate buyer help within the first contact, providing extra self-care companies outdoors of enterprise hours, optimizing stream administration, boosting rebound gross sales, and offering omni-channel choices. The initiatives included implementing chatbot/livechat within the registration and login space of the APP/HB, changing contact varieties with chat, redesigning the contacts web page on the web site, and changing contact varieties within the APP/HB with the chatbot.
The outcomes have been promising, with a powerful 82% decision fee within the first contact decision. Whereas some processes nonetheless required e mail communication, the general impression was a big enchancment in buyer expertise, streamlined processes, and enhanced self-service capabilities. Cetelem demonstrated that AI chat options could be a highly effective device in overcoming widespread challenges within the digital banking house.
AdvanceCare: The Humanization of Digital Transformation
In an extremely insightful and fascinating presentation, Paulo Tainha centered on the fragile steadiness between digital transformation and humanization. By exemplifying AdvanceCare’s initiative to get rid of e mail communications, whereas nonetheless aiming to keep up the extent of buyer help offered. By means of this instance we noticed how the danger of impersonal communication could be fully prevented with using ample applied sciences, making clients really feel valued and heard of their digital interactions.
Paulo additionally addressed the challenges of humanization within the digital period, akin to accumulating suggestions, avoiding impassive interactions, and guaranteeing privateness and safety. Moreover, varied methods have been shared to strike this steadiness, akin to selling a customer-centric tradition, empowering workers for extra humane interactions, and using sentiment evaluation and on-line surveys to know buyer wants. By sharing these insights, AdvanceCare aimed to information us in reaping the advantages of digital transformation with out dropping the human contact.
The important thing takeaway was the significance of leaders in driving a customer-centric tradition throughout the digital transformation journey.
Galp: Effectivity, What Else?
Ana Canteiro shared Galp’s transformative journey towards effectivity and customer-centricity over the previous three years. Their implementation of a Buyer Relationship Administration (CRM) system, complemented by a pure language Interactive Voice Response (IVR) system, aimed to boost customer support and interplay. The give attention to hyper-personalization and a “Care of One” strategy underscored their dedication to tailoring companies to particular person buyer wants.
Ana additionally showcased how Galp adopted a complete strategy by centralizing the digital relationship with clients, collaborating with contact facilities and companions, and adapting choices based mostly on buyer suggestions. The combination of the power transition, manufacturing of renewable power, and a sustainable portfolio additional emphasised the corporate’s dedication to effectivity, innovation, and customized buyer experiences.
AFIP: Growing Insurance coverage Effectivity with AI
Representing AFIP, Paulo Padilha delved into the challenges confronted by insurance coverage firms and the potential of AI to reshape the trade. His presentation outlined varied purposes of AI in insurance coverage, together with personalization of insurance policies, automation of claims processing, fraud detection, compliance, and customer support.
Highlighting AI’s impression on buyer expertise, the dialogue lined customized insurance policies, quicker declare processing, danger prediction, sentiment evaluation, and pricing evaluation. The longer term implications of AI, together with potential job displacement and the creation of latest employment alternatives, have been additionally explored. Paulo concluded that AI is a transformative pressure within the insurance coverage sector, poised to boost effectivity and buyer satisfaction.
The Visor Insights occasion offered a complete overview of how firms are redefining effectivity within the digital period. From AI-powered banking options to placing the best steadiness between expertise and human contact, and from CRM transformations to the revolutionary impression of AI in insurance coverage, the Visor Insights occasion showcased various methods and success tales in navigating the digital panorama. As organizations proceed to adapt, innovate, and prioritize customer-centric approaches, the insights shared on the occasion function invaluable steering for future endeavors within the customer support sector.
