Reassured is working with Voyc in a bid to improve customer outcomes by monitoring all customer calls.
The AI-powered conversation monitoring platform enables Reassured to provide near real-time feedback to agents, the broker firm said.
It also aims to increase efficiency by allowing staff to answer queries quicker, tailor processes to improve the customer experience, and alert staff to customer vulnerability.
All call data can be transcribed and used to gain insights into why customers are purchasing life insurance.
Using this data also allows the firm to refine the way it engages and communicates with customers and to continuously improve processes, the firm added.
Reassured said insights from the call analysis are enabling it to deliver training to staff to ensure they can deliver the best possible experience for customers.
It added the work it is doing with Voyc is helping the company to develop its AI roadmap.
Mark Townsend, chief executive officer of Reassured (pictured), said: “Technology such as AI can deliver transformative benefits for our customers, which is why Reassured continues to invest heavily in this area.
“We are already receiving invaluable insights into our processes, which are enabling us to constantly improve the customer experience, while delivering tremendous operational efficiencies for our business.
“The feedback from both our staff and customers has been extremely positive.”
Lethabo Motsoaledi, chief technology officer at Voyc, said: “Working with Reassured has been a fantastic experience as the team we’re collaborating with brings clarity, intent, and momentum to everything they do.
“From day one, their strategic thinking and openness to new ways of working have helped shape our roadmap and accelerate product delivery.”
