How A.I. Is Enhancing the Customer Service Experience

That insurance company invested in a service experience A.I. solution that was designed to predict caller intent at a granular level, on the basis of things like recent claims or bills. "As a member calls in, the system empowers the agent by predicting which claim or bill the customer is likely calling about," says Jeffrey Eyestone of CognitiveScale, the company behind this particular A.I. solution. "It also provides simple explanations the agent can relay to the customer explaining why the claim was processed the way it was, accelerating call resolution."