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.
About Aviva

Explore and understand customer data

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Automatically identify and categorize customer experiences with Verint Speech Analytics

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.’”
Verint Speech Analytics helps facilitate consistently strong customer experiences
