Immediate, personalized service—it’s what today’s policyholders expect. Independent agents want the same, while also juggling increasing complexity and demand for efficiency.
With an AI-powered contact center, you can solve both challenges.
For years, AI tools were largely confined to basic chatbots for customer questions. But the landscape has dramatically shifted. Advanced AI solutions are now available, designed specifically to empower every stakeholder in your insurance organization – from customers and frontline service reps to managers and executives.
The question is no longer if AI can revolutionize your contact center. It’s what your organization can actually do with it. The answer, as you’ll discover, is extensive.
The Inevitable Rise of AI in Insurance: An Operational Imperative
Artificial intelligence is not just a futuristic concept for the insurance industry; it’s rapidly becoming an operational necessity. Data from Digital Insurance reveals a significant trend, with AI adoption expected to grow significantly in 2025. A survey of 694 experts across various financial sectors found a decisive industry shift toward AI adoption:
- Over 50% of insurance respondents reported their firms were already utilizing AI in some capacity
- 23% were exploring AI through pilot projects
- 19% were deploying it in specific tasks
- 14% were integrating AI across their organizations
Many insurance companies use AI to modernize customer experiences and equip frontline service reps with more versatile tools. AI helps insurance carriers meet customer expectations for an easy digital experience, while simultaneously improving risk management, fraud detection, and overall outcomes. Similarly, in commercial lines, AI presents growth opportunities in areas such as market placement optimization, advertising content creation, and, critically, improved customer service. More than 50% of survey respondents report a positive return on AI investments for employee efficiency.
Beyond Frustration: Crafting Seamless Policyholder Journeys with AI
A primary frustration for policyholders is the need to re-state their concerns across multiple channels—a hallmark of legacy systems. Traditional contact centers often grapple with an overload of routine inquiries. In fact, over 80% of interactions consist of the same 15 to 20 issue types, such as making payments, checking claim status, or resetting passwords. These common questions lead to detrimental consequences like longer wait times, higher costs per resolution, and diminished customer satisfaction (CSAT) and retention rates.
This is precisely where AI-powered solutions like Glia’s offer a seamless channel strategy. Virtual assistants automate service, handling common inquiries like password resets or check claims statuses instantly. This capability means your organization can:
- provide fast, around-the-clock customer service
- offload contact center volume
- boost operational efficiency
For more complex interactions that still require human assistance, Glia’s AI for service reps ensures smooth transfers.
- Cortex Heads-up scans a customer’s interaction history and provides reps with an immediate, concise summary of recent interactions, allowing them to quickly offer personalized care and anticipate issues.
- Glia’s Cortex Transfer Summary provides an immediate summary of a customer’s interaction when they are transferred from a bot to a live rep or from one rep to another, eliminating the need for customers to re-explain their issues. This tool alone can save up to 30 seconds per handoff and significantly boost CSAT and loyalty by enabling personalized care from the outset.
How an AI-Powered Contact Center Changes Policyholder Experiences
Consider how a policyholder, Val, upgrades her insurance coverage.
With a legacy system, Val might initiate a chat with a bot, encounter frustration when her specific questions are unanswered, terminate the chat, call in, endure a wait on hold, and then be required to re-explain her issue to a new service rep. This disjointed process leads to frustration and lost opportunities.
With a solution built on ChannelLess® architecture, Val’s experience transforms.
- A virtual assistant recognize her inquiry and seamlessly transfer her to a live rep trained for coverage upgrades.
- The CSR receives an AI-generated summary of Val’s interaction with the virtual assistant, allowing them to immediately provide personalized support.
- If Val hesitates to share sensitive information over chat, the sales rep can then seamlessly switch to screenshare and live voice, guiding her through the process while allowing her to verbally provide secure details.
This unified approach ensures Val completes the upgrade, is pleased with the service, and converts from a shopper to policyholder—all powered by ChannelLess® Architecture that uses AI to seamlessly flow data between channels.
Empowering Frontline Teams: Making Every Rep an Expert
Customer service in highly regulated industries like insurance is inherently complex. Service reps are often overwhelmed by the sheer volume of inquiries and the need to support an ever-increasing number of products and services. AI tools empower your frontline teams to operate with enhanced efficiency and elevate every representative to an expert level instantaneously.
One such tool is Cortex Autocomplete. As reps chat with customers, it predicts text in real-time, enabling them to expedite service without compromising accuracy. Glia customers accept 1.4 million Autocomplete suggestions every month, leading to a 10% reduction in average hold time. This directly contributes to optimizing Average Handle Time (AHT) and First-Time Resolution (FTR).
Furthermore, AI streamlines repetitive yet essential tasks. Cortex Interaction Wrap-up automates post-call documentation, allowing reps to quickly move to the next caller or chatter. This standardization also ensures more consistent and quality post-call notes, while providing managers with more accurate and unbiased data for reporting. Reps can save up to 2 minutes per interaction by automating this evaluation process. For example, a Glia customer reported saving 1,400 hours in just four months of using Cortex Interaction Wrap-up.
Strategic Insights: Fueling Executive Decisions with AI
The benefits of AI extend beyond the frontline, reaching managers and executives who need accurate, actionable insights to make informed decisions. Rather than sifting through endless call transcripts or grappling with fragmented data, AI transforms how leaders understand their contact center performance.
Ask Cortex allows contact center leaders to immediately delve into call details through natural language queries. Leaders have reported 10x efficiency gains with this tool, reporting a 10x efficiency gain, enabling them to review ten calls in the time previously required for one. This capability enables auditing 100% of interactions, not just a sample.
For executives, Quality AnalystGPT allows them to ask questions in natural language to evaluate interaction trends at scale, identify coaching opportunities, and automate quality reviews, eliminating the need for manual effort or extensive analyst resources.
Similarly, Insights AnalystGPT provides a streamlined, intuitive dashboard for C-level reporting, allowing executives to measure key metrics like Average Handle Time (AHT), Average Wait Time (AWT), and First Time Resolution (FTR). This empowers leaders to boost conversion by identifying abandonment triggers, optimize efficiency by identifying areas for contact center improvement, and reduce costs by bringing analyst resources in-house.
Glia’s ChannelLess® Architecture also addresses reporting black holes common in legacy systems, in which information gets lost between disparate channels. With a fully connected infrastructure, no data is lost when customers transfer between channels, and AI reporting tools automatically generate rich insights because all data is derived from and stored in the same place. This means leaders can gain the data they need to achieve unparalleled insights.
The ChannelLess® Advantage: Built for Today’s Insurance Demands
Many contact center solutions, including omnichannel offerings, stitch together disparate CCaaS solutions without truly addressing the fundamental issue of disconnected channels. This often leads to fragmented user experiences and reporting silos. Glia’s ChannelLess® Architecture is different. It forms the foundation of a “zero-gravity contact center,” engineered as a fully integrated, seamless platform that unifies voice, digital, and virtual assistants.
Unlike systems that treat AI as an afterthought, the Glia platform is built with AI at the forefront. This means AI tools are seamlessly embedded into every stage of the contact center workflow, from customer interactions to long-term planning. This approach directly counters common concerns about AI being perceived as:
- Too heavy, or complex to implement
- Too risky, or presenting security and compliance concerns
- Too disruptive, or not aligning with existing workflows
Glia’s AI tools are designed for seamless integration and immediate value, requiring minimal technical support. Purpose-built for data privacy, security, and compliance, and vetted for adherence to financial services regulations, it enhances, rather than compromising, your risk management protocols. Ultimately, its design prioritizes demonstrable ROI, delivering tangible results through automated routine inquiries and real-time coaching.
In essence, an AI-powered contact center solution like Glia’s empowers your insurance organization to transcend the limitations of frustrating transitions and inefficient processes. By offering seamless interactions, empowering reps, and providing actionable insights for leadership, you can unlock unprecedented efficiency and deliver the personalized, frictionless service that policyholders expect and agents deserve.
Want to see it all live? Schedule a Glia demo now.
