On November 7th, Lisbon played host to the third edition of the Visor Insights event, a platform for industry leaders to share their experiences and insights into redefining efficiency in the digital era. The event featured prominent speakers from Visor.ai, Cetelem, AdvanceCare, Galp, and AFIP – Associação Fintech e Insuretech Portugal, each presenting their strategies and successes in navigating the evolving landscape of digital transformation.
Visor.ai’s co-founder and CEO, Gianluca Pereyra kicked off the Visor Insights event by shedding light on the birth and mission of Visor.ai and our portfolio of solutions, highlighting how the existing products were planned and developed with the objective of helping Customer Service teams. This was a pivotal moment to showcase how Visor’s solutions have propelled efficiency in companies while also allowing them to deliver a better customer experience through AI and automation. The presentation also included insights on how gains in efficiency can vary greatly, the importance of conducting a thorough analysis of what is intended in the operation, which costs need to be quantified, as well as defining ownership in teams, timelines, and KPIs to achieve the established goals.
Cetelem: Implementation Strategy Chat for the reduction of cold flows
Tiago Pereira gave us a first hand look into Cetelem’s implementation of an AI chat solution, where the primary goals were to minimize cold flows in their home banking system.
The solution was an attempt at fighting identified issues such as repetitive contact, long average response time, lack of self-care services in the email channel, complicated email handling, and inefficiency in handling rebound cases. The implementation strategy aimed to address these challenges by providing prompt customer assistance in the first contact, offering more self-care services outside of business hours, optimizing flow management, boosting rebound sales, and providing omni-channel options. The initiatives included implementing chatbot/livechat in the registration and login area of the APP/HB, replacing contact forms with chat, redesigning the contacts page on the website, and replacing contact forms in the APP/HB with the chatbot.
The results were promising, with an impressive 82% resolution rate in the first contact resolution. While some processes still required email communication, the overall impact was a significant improvement in customer experience, streamlined processes, and enhanced self-service capabilities. Cetelem demonstrated that AI chat solutions can be a powerful tool in overcoming common challenges in the digital banking space.
AdvanceCare: The Humanization of Digital Transformation
In an incredibly insightful and engaging presentation, Paulo Tainha focused on the delicate balance between digital transformation and humanization. By exemplifying AdvanceCare’s initiative to eliminate email communications, while still aiming to maintain the level of customer support provided. Through this example we saw how the risk of impersonal communication can be completely avoided with the use of adequate technologies, making customers feel valued and heard in their digital interactions.
Paulo also addressed the challenges of humanization in the digital era, such as collecting feedback, avoiding emotionless interactions, and ensuring privacy and security. Additionally, various strategies were shared to strike this balance, such as promoting a customer-centric culture, empowering employees for more humane interactions, and utilizing sentiment analysis and online surveys to understand customer needs. By sharing these insights, AdvanceCare aimed to guide us in reaping the benefits of digital transformation without losing the human touch.
The key takeaway was the importance of leaders in driving a customer-centric culture during the digital transformation journey.
Galp: Efficiency, What Else?
Ana Canteiro shared Galp’s transformative journey toward efficiency and customer-centricity over the past three years. Their implementation of a Customer Relationship Management (CRM) system, complemented by a natural language Interactive Voice Response (IVR) system, aimed to enhance customer service and interaction. The focus on hyper-personalization and a “Care of One” approach underscored their commitment to tailoring services to individual customer needs.
Ana also showcased how Galp adopted a comprehensive approach by centralizing the digital relationship with customers, collaborating with contact centers and partners, and adapting offerings based on customer feedback. The integration of the energy transition, production of renewable energy, and a sustainable portfolio further emphasized the company’s commitment to efficiency, innovation, and personalized customer experiences.
AFIP: Increasing Insurance Efficiency with AI
Representing AFIP, Paulo Padilha delved into the challenges faced by insurance companies and the potential of AI to reshape the industry. His presentation outlined various applications of AI in insurance, including personalization of policies, automation of claims processing, fraud detection, compliance, and customer service.
Highlighting AI’s impact on customer experience, the discussion covered personalized policies, faster claim processing, risk prediction, sentiment analysis, and pricing analysis. The future implications of AI, including potential job displacement and the creation of new employment opportunities, were also explored. Paulo concluded that AI is a transformative force in the insurance sector, poised to enhance efficiency and customer satisfaction.
The Visor Insights event provided a comprehensive overview of how companies are redefining efficiency in the digital era. From AI-powered banking solutions to striking the right balance between technology and human touch, and from CRM transformations to the revolutionary impact of AI in insurance, the Visor Insights event showcased diverse strategies and success stories in navigating the digital landscape. As organizations continue to adapt, innovate, and prioritize customer-centric approaches, the insights shared at the event serve as valuable guidance for future endeavors in the customer service sector.