Odigo for Insurance

Customers want to be able to manage their transactions independently, but also have human assistance when they need it. Therefore, the challenge is to find the right balance between automation (chatbots, self-service) and human intervention to provide a smooth and reassuring experience.

Technology enables us to better understand customers through data analytics. This allows us to offer more personalised, contextualised services tailored to key moments in the lives of policyholders. Semantic analysis, artificial intelligence, and emotion detection are becoming essential elements in accurately responding to expectations.

InsurTech startups are revolutionising the market with more agile, user-centric offerings. Traditional insurers must therefore collaborate with these new players to remain competitive and jointly create innovative, adaptable and attractive services.

Technology (AI, virtual assistants, automation of simple tasks) frees up time for human agents to focus on higher value-added requests. This repositioning turns the agent into a true brand ambassador, more knowledgeable and proactive.

Communication channels have multiplied: telephone, email, web, chat, SMS, social media… The technological challenge is to ensure a consistent experience across all these touchpoints and tailor the use of channels to customer preferences at every stage of the journey.

Insurance companies need a highly qualified, empathetic and rigorous contact centre capable of handling sensitive situations with technical expertise and humanity. The customer experience must be based on clarity, transparency, education and simplicity, while offering comprehensive and accessible online services.

Customers expect simple, fast and clear management of their reimbursements or benefits (illness, disability, death, retirement). The challenge is to ensure clear communication, as the products are often complex and difficult for customers to understand.

The broker must perform a personalised advisory role, assisting the client in choosing the guarantees that best suit their changing needs. They must maintain a lasting relationship of trust, being receptive, transparent and approachable, especially when managing claims.

Support is often required in emergency situations (breakdowns, accidents, illness abroad), which requires 24/7 availability, a high level of responsiveness and empathetic management. The quality of the customer experience, through fast, efficient and reassuring services, is a key factor in satisfaction and loyalty.

Enjoy our modular, cloud-based omnichannel contact centre solution that can support you as you grow.

Unlock the power of AI to create seamless, intelligent, and fluid customer experiences across all channels.

Create, plan, and evaluate proactive campaigns to strengthen customer relationships and anticipate their needs.

Immediate access to the data you need, without unnecessary elements.