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HomeNEWSBIKE BROKER BUYS INTO ARTIFICIAL INTELLIGENCE

BIKE BROKER BUYS INTO ARTIFICIAL INTELLIGENCE

Manchester-based specialist motorcycle broker Principal Insurance is about to roll out real-time speech and text analytics software, powered by artificial intelligence (AI), across all areas of its business operations.

The insurer has signed a contract with technology solutions company Avoira for the provision and implementation of Xdroid speech analytics. Principal’s head of distribution Matt Byrne describes the capabilities of this cloud-hosted technology as “game-changing”.

Xdroid can capture, analyse and transcribe every customer communication, flagging keywords and detecting a range of emotions such as displeasure, uncertainty, disappointment or happiness.

The software then delivers on-screen prompts which steer advisors, live during the call, to engage in specific actions to take the call to the business’s desired outcome.

The speech analytics also analyse every call on completion and report the performance of individual agents, agent groups and departments.

In addition, it monitors adherence to compliance statements, identifying the reason for call, tracking first call resolution and both the customer and agent experience.

Avoira has already tested Xdroid’s capabilities live on Principal’s systems and the technology is now in learning mode in preparation for a live launch next Spring.

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