Aviva Life Reimagines Vulnerable Customer Experience with Verint Speech Analytics

Aviva is a leading multinational insurance company, selling life, general, and health insurance in its core markets in the U.K., Ireland, and Canada.

The results

  • Drives consistently strong CX across all groups.

  • Achieved extremely high transcription and category accuracy of approximately 97%.

  • Enhanced ability to identify repeat callers and types of demands, with this insight enabling the creation of watchlists to better address vulnerable and other customer groups.

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Re-imagine customer engagement using Verint Speech Analytics

Verint Speech Analytics is helping Aviva re-imagine the way it engages with vulnerable customers. Calls are typically transcribed within four hours of the live conversation. The calls are then analyzed to determine if they fall into one of the four U.K. Financial Conduct Authority (FCA) categories of potential vulnerability. These categories: “health,” “life events,” “capability,” and “resilience,” are built within Verint Speech Analytics.

For example, within the “life event” category, the team looks for “retirement,” “bereavement,” “income shock,” and “relationship breakdown.” Aviva also examines two other non-FCA categories relating to vulnerability: “fraud concerns” and “high risk” (suicide, domestic abuse, etc.).

“We cast the net wide with keywords, phrases, and Verint’s unique operators,” states Harper. “After all, we do not want to miss potential drivers of vulnerability. Some of the most frequently used words that trigger the vulnerability category are ‘power of attorney’ and ‘passed away.’”

Featured Verint solutions

  • Speech Analytics

    Verint is proud to offer the most-used and highest-rated speech analytics software on the market
  • Interaction Analytics

    Interact with your customers on whatever channel they choose while uncovering valuable insights — regardless of where or how these interactions take place

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