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Finance and insurance brand tackles a 110% surge in messages with the power of AI

Finance, Insurance, and Banking Corporation
Financial Services
Company Size
13,000+ employees
increase in messages in one week
of messages handles by AI in one week

The Challenge

In today's fast-paced and interconnected world, the way consumers interact with insurance and financial services companies has undergone a remarkable transformation. As technology continues to advance at an astonishing pace, the significance of providing an exceptional customer experience online has become paramount, especially for companies in the financial services and insurance industry seeking to thrive in the digital era.  

One large financial services and insurance brand found that they were in need of a solution that would provide better AI and automation capabilities. The lack of auotmation in their processes resulted in a lot of manual work and missed opportunities. 

The company was seeking a new solution that:

  • Provided the ability to filter engagement opportunities with customers and prospects, at scale 
  • Improved routing and prioritization of inbound inquiries with automation 
  • Unified data across all digital activities and enabled holistic reporting 

The Solution

The financial services and insurance brand implemented Sprinklr’s unified customer experience management (Unified-CXM) platform, replacing previous single-point solutions. This path enables the company to combine the power of Sprinklr Service and Sprinklr Insights to provide a consistent customer experience at scale.  

AI-powered Social Listening helps identify more customer engagement and sales opportunities by tapping into conversations beyond their brand channels. Previously unstructured data is transformed into actionable, relevant insights that help improve the customer experience. 

Sprinklr Service employs automated messaging classification, distinguishing messages into two categories, engageable and non-engageable and then routes the messages to the appropriate teams. This allows the customer service teams to prioritize and focus on valuable conversations, enabling agents to provide timely support to customers. 

The Outcome

While improving their customers experience, enabling efficiencies for the customer care teams and increasing productivity has been another benefit for the financial services and insurance brand. 

After implementation, the insurance and financial services company had a sudden spike in inbound messages to 7,714, which was a 110% increase from the previous week. Using Intuition Moderation, 3,248 messages (45%) were automatically closed, therefore minimizing the impact on the workload of agents.