SEPTEMBER 2023 RELEASES
September 2023 Releases
Your Policyholders Hate You... File That Under "Totally Preventable Losses"
Queue the Music…
Automated voice: “Thank you for waiting, your call is important to us. Please stay on the line and the next available agent will be with you shortly.”
🎶Music Plays 🎶
*Music cuts out*
Caller: "Hello?"
*A few seconds of silence*
Automated voice: "Did you know you can save fifteen dollars on your auto insurance by enrolling in autopay?"
*The music continues, and another customer loses faith in your brand...
Let's be real. No one gets excited about buying insurance.
Auto insurance, health, home, pet insurance. Whatever it might be, for many, it’s just an obligatory outlay. Your customers might not even understand their policy that well beyond the dollars and cents.
And when they actually need your help—a simple policy question, a plan update, a billing dispute—they’re met with a customer service experience that feels like an endurance test.
Hold music, robotic scripts, having to repeat themselves three times. Just to get pushed through to an agent that might help them?
The Budget Excuse is No Longer Valid
Before you roll your eyes and say, “Well, yeah, but there’s nothing I can do about that right now,” we hear you. We know you’ve heard this a thousand times.
Your budget is tight. Leadership is pushing you to hit larger goals in less time. The math isn’t mathing. So, you cut corners to push higher volume without raising costs, and customer experience unfortunately takes a hit.
This isn't how modern insurance providers operate their contact centers. You're treating your contact center like a cost center. That's a problem.
As an AI Agent company, we hear it often:
- Higher wait times? It’s a budget issue.
- No self-service for simple issues? It’s a budget issue.
- Chatbots and AI voice assistants that frustrate more than they help? It’s a budget issue.
- Agents that sound like robots reading a legal script? It’s a budget issue.
✋ STOP using budget as an excuse. ✋
If you find yourself making these claims, it's time to think about AI Agents. AI is reliable enough to address your sales and support issues, while being cost-effective enough to reduce your cost per resolution, per bind.
Are AI Agents really that cost-effective?
Yes. For one, they’re cheaper on a per minute basis. On average, human agents will cost $0.25-$0.50 per minute, versus AI Agents which sit closer to $0.20 per minute.
Even if they were the same cost per minute, you still get more value per dollar from AI Agents. Why?
- If they’re on, they’re on. No downtime. No bathroom breaks.
- They’re easier to standardize and measure, guaranteeing that every interaction is quality-assured.
Your human agents will use about 20% of their time to eat, brew some coffee, go to the bathroom, etc.
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And remember, AI Agents are getting better by the hour.
Your cost center tactics won't win in the long-run. Stop thinking about the hold music purgatory you put policyholders through as a budget issue. That's no longer the case.
The Industry’s Past Lapses Are an Opportunity
Insurance companies have spent years training policyholders to expect the worst. So then, what, it’s a lost cause? Don’t worry about them? Wrong.
Think of it this way: The historical lapses of the industry are a huge opportunity for you to flip the script. It’s simple math. You treat your policyholders like royalty, you blow their expectations away.
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AI Agents help you scale and fine-tune personalization across every interaction, to get to a place where you're treating every client like royalty, all the time.
There’s a lingering myth that AI Agents are still robotic and rigid. If that's what you're thinking, there's a good chance you're thinking of a voice assistant. GenAI Agents have better memory. They're conversational. They can be personalized for your distinct policyholders. Your workflows. Your outcomes.
AI Agents get better by the hour, and your competitors are already implementing them. That means:
- Even if policyholders have low expectations of you today, that's going to change very quickly.
- If you wait too long to incorporate AI, you'll start losing quotes to competitors, because they're speed of improvement and iteration is lapping yours.
Now is the time to buy in. Make sure you're covered. The sooner you implement, the sooner you can start training up your AI Agents to be best-in-class.
With AI Agents that are purpose-built for your distinct policyholders, you can make clients, your human agents, and your CEO happy.
Didn't think that was possible, did you?
Your path to redemption starts now. Where you provide policyholders with an actually enjoyable experience. Where you bring down your cost to serve, improve your response times, and get rid of the hold music, without having to tear apart your entire contact center ecosystem.
Fixing the Policyholder CX (Without Overhauling Everything)
Below is your path to doing two things:
☝️ Making it stupid easy for your agents, underwriters, and adjusters to do their jobs, and do their jobs well.
✌️ Upscaling and accelerating inbound and outbound outreach, while downscaling cost per resolution, per bind.
With Regal, you can make these two things happen by doing carrying out the following, relatively easy buckets of work.
1. Divert Routine Tasks to AI Agents
Kill the hold music, once and for all. 🫡
AI agents can handle and resolve prospect and client journeys self-sufficiently. Common inquiries, lead qualification, risk assessment, appointment scheduling, policy renewal, billing—24/7/365, no hold times, no frustration. No human involvement.
Meanwhile, you can route high-value conversations directly to qualified agents.
So now, senior agents and licensed brokers can focus on converting quotes to policies, instead of having to explain what a deductible is.
AI Agent Use Cases for Insurance Providers
That endurance test-style outreach? Gone.
Get rid of the endless transfers. Stop making people repeat the same thing five times. Use AI to provide fast, useful support that turns quotes into policies, and makes policyholders want to stick around.
2. Centralize AI, Dialer Actions, and Journeys with Customer Data
Your AI agents shouldn't just be responding and speaking. They should be connected directly to all of your customer data, behavioral data, and event data.
That's effectively their "brain." Fueling them with all of your first-party data no longer requires strong-arming very complex, rigid data pathways across 15 systems.
When AI Agents are tuned into all of your data, they listen, respond, analyze in real-time, and act accordingly. They’re able to identify when contacts need to be connected with a human. They assess risk on their own. They send follow-ups. They complete follow-up tasks like updating your CRM and logging call sentiments.
The same goes for your human agents. They should be just as tuned in across all of your systems, so they can handle higher-value interactions quickly and accurately. Instead of having to dig through 7 different systems while a frustrated policyholder sighs in their ear.
It’s simple math: If your agents, underwriters, and adjusters have everything they need, right when they need it, so will your policyholders.
3. Always Be Testing
Data beats opinion. Stop guessing what works—test it, tweak it, and perfect it. With Regal, you can do so natively.
Experiment with tone, personality, phrasing, timing, outreach channels. You're surely familiar with the common turn of phrase, "always be closing." Our advice? Always be testing.
With Regal, almost anything you can dream up is testable, easy to monitor, and easy to change or deploy.
What's testable within Regal?
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And that's only scratching the surface.
You should be testing as many of these levers as possible. Your speed of iteration and improvement will accelerate by the day. You'll be driving seamless handoffs between AI and humans and maximizing the time spent by licensed agents.
No Holds, No Music, More Policies
Did you know you can save 50% on pain and suffering by switching to AI-powered sales and support?
Okay, not officially.
But here's what we do know: Incorporating AI Agents leads to wins across the board for insurance providers. For you, for prospects, and for current policyholders.
For prospective policyholders 👉 No more endurance test, bot-like experiences. Only personalized interactions, with no hold times. Every time.
For clients 👉 Routine requests, all handled instantly, 24/7, with no confusion. Every interaction picks up where the last one left off. Customers never have to repeat themselves. The customers that need to get elevated to a human agent do, at the right time.
For you 👉 Less waste, lower cost per minute, more binds. And maybe, a customer-base that actually trusts the insurance support experience.
At Regal, we don’t build AI Agents that just sound good. We build agents that act intuitively, as good as your best human agents. In a world where 33% of customers will leave after just one bad experience, you can’t afford to keep playing the same old hold music.
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Treat your customers like royalty
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