Key trends and insights

Welcome to Liberate Inc.'s blog, where we explore the latest trends and strategies shaping the future of contact centers. Learn how AI-driven automation is transforming customer interactions and driving efficiency in the industry.

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Process improvement

The ROI of Voice AI: Doing the Math for Insurance Call Centers

Leveraging Voice AI to boost your insurance customer service is an attractive idea – but is it worth the investment? While any new technology will require some time and money to deploy, Voice AI is surprisingly easy and inexpensive. But you can’t just look at how much Voice AI will cost you. To calculate the true ROI of Voice AI, you also need to consider how much you’ll save and how much more you could earn.
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insurance customer expectations
Process improvement
3
min read

Insurance Customers Expectations: What’s New in 2025?

Economic, social, and technological developments are causing a seismic shift in consumer expectations. For many insurers, 2025 could be a defining year – in which they either rise to the occasion or lose market share.What exactly do insurance customers expect in 2025? Better value, ethical personalization, and omnichannel customer service stand out as priorities.

omnichannel insurance experiences
Process improvement
2
min read

How Insurers and Agencies Can Win Customers by Providing Omnichannel Insurance Experiences

Excelling at one communication channel is no longer enough. Modern insurance customers use a variety of channels to get quotes, check policy details, make claims and ask questions, and they expect a seamless omnichannel insurance experience as they switch from channel to channel. Ask yourself – are you delivering?

Insurance Shopping
Process improvement
3
min read

How Agencies & D2C Insurers Can Capitalize on the Insurance Shopping Frenzy

After enduring a long stretch of consecutive rate hikes, loyalty has gone out the window. Insurance customers are eager to save money, even if it means switching insurers. It’s not all bad news though – recent market turbulence has created an exciting opportunity for opportunistic insurance agencies. 

insurance live phone service
Process improvement
2
min read

Insurance Customers Still Prefer Live Phone Service

Nobody answers the phone anymore, so you might assume that phone communication is dead. However, HubSpot reports that the phone remains a top channel for customer service, surpassing email and social media in terms of usage.

Serving Spanish-speaking insurance customers
Process improvement
3
min read

How Insurers and Agencies Can Capture New Market Share by Serving Spanish-Speaking Insurance Customers

Insurance agencies looking to capture market share should consider focusing on a large but often-underserved market segment: Spanish-speaking insurance customers. By delivering the same level of responsive customer service you give English speakers, you’ll win this segment’s business and grow your market share.

Stuart Ganis for Liberate
News
2
min read

Liberate Appoints Seasoned Insurance Executive to Drive AI Adoption for US Agencies and Brokers

Stuart Ganis has been appointed to the role of senior vice president of sales and business development for insurance AI company, Liberate. Ganis will leverage his extensive insurance agency experience to help insurers harness the power of Voice AI, Email AI and SMS AI to deliver 5-star, 24/7 multilingual customer service, with zero hold times.

Insurance agency growth
Process improvement
3
min read

5 Ways Insurance Agencies Can Grow In 2025

Have you noticed that insurance ads are suddenly showing up on TV again? As the hard market eases, and carriers transition back into growth mode, it’s an exciting time to be in the insurance agency business. Rates are stabilizing, coverage capacity is opening up, and after a few years of navigating the hard market, many policyholders have learned to appreciate and rely on their agents a little more.

Branch Selects Liberate’s Voice AI
News
2
min read

Branch Selects Liberate’s Voice AI for FNOL and Digital Customer Experience

Branch, a full-stack insurance provider that uses data, technology and automation to make bundling home and auto insurance easier than ever has partnered with Liberate Innovations, Inc. to facilitate faster, easier claim journeys using innovative digital FNOL and Voice AI for FNOL solutions. 

Insurance Experience Podcast
Insurance experience podcast
1
min read

Liberate’s Ryan Eldridge on Transforming Insurance with AI

In this episode of the Insurance Experience podcast...

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