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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.

Process improvement

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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.

Process improvement

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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?

Serving Spanish-speaking insurance customers

Process improvement

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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.

Process improvement

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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.

Process improvement

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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.

Process improvement

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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.

Process improvement

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Why Insurers Should Insist on HIPAA-Compliant AI Partners

If your tech and AI partners aren’t HIPAA-compliant, your company might not be HIPAA-compliant. Data breaches can happen anywhere in your supply chain, and if your business associates let sensitive information leak, you could face regulatory issues and reputational damage. That’s why it’s important to select tech and AI partners who handle all data with the care and security that HIPAA requires.

Process improvement

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Insurance Voice AI: 5% Conversation, 95% Orchestration

When you think of an AI voice, you probably think of something stilted and robotic sounding. However, modern AI voices sound natural and lifelike, which often leads people to mistake them for humans. That’s impressive – but it’s only part of the picture. In reality, a good voice will only take you so far.