Daisee helps auto insurers analyse customer calls

Insurtech Daisee is adding further innovations to its platform to help insurers analyse calls with customers in order to improve future interactions.

Daisee counts global service provider DXC Technology and auto insurers among its customers, as well as MYOB, Ampol and Noble Oak. The Sydney-based insurtech won DXC’s Invitational insurtech competition in 2019, and DXC uses Daisee for its claims management services.

“We’re making great headway at the moment, especially in insurance. It’s something we’re very focused on,” CEO Kylie de Boer tells insuranceNEWS.com,au.

“Over the next six months, we’ve got some great innovations coming out for that market. We’re very focused on the Australian and New Zealand market, really establishing ourselves as market leaders, then the US would be the next frontier for us.”

Daisee’s new Essence innovation will use data science to distil calls down to just a few words to be quickly identified by the right teams for action, particularly during key events when certain types of claims spike, such as floods.

Essence identifies meaningful phrases used within a call to establish its true reason, using unbiased machine learning to separate key categories and underlying drivers from general language.

“Essence’s world leading AI technology groups phrases semantically in clusters enabling similar meaning to be derived from alternative ways of expressing the same concept,” Daisee said.

“We can also show trends based on these call drivers. Proactively managing average handling time, agent effectiveness within a call, first call resolution and customer experience can be balanced effectively to decrease costs while increasing customer satisfaction.”

Daisee says bringing visibility to repetitive, costly issues – especially the ones being continually escalated – and identifying them before they become a problem for either the customer or untrained agents is a “strategic differentiator”.

Insurers can also look back over specific times of the year to see what trends occurred on calls, assisting preparation.

Another Daisee innovation, Predictors, will project future call outcomes, predicting the likelihood of a complaint, customer cancellation, or a claim. Having these insights would allow the companies to take actions that could potentially alter the outcome being predicted.