Nick Emmanuel, a Solution Architect at Quadient, sat down with Lindley Gooden to discuss the role of Artificial Intelligence (AI) in enhancing customer experience within the insurance sector at the Insurance Innovators Summit London 2023. The Insurance Innovators Summit is one of the most prestigious events in the insurance industry. Emmanuel, who has been with Quadient for seven years, emphasises the potential of AI to personalise customer service and acknowledges the current limitations and issues surrounding the technology.
The interview touches on the practical application of AI, such as in call centres. AI can provide customer support representatives with relevant information about the customer they are speaking to, allowing for more tailored communication. Amongst other topics, the importance of emotional resonance in insurance and the delivery of communication through appropriate channels and formats, especially when dealing with vulnerable customers, are also underscored as critical issues that are being faced by market-leading insurers.
