How do Virtual Assistants reduce average processing time (APT)?
Average Handle Time (AHT) is an important measure in the insurance world. It is one of the key indicators of customer satisfaction. So even a small reduction in average handling time has an impact on the insurer.
That's why, for many years now, insurers and mutual insurers have been turning to technological solutions to reduce this key indicator, with varying degrees of success.
IVR (Interactive Voice Response), chatbot, messaging bot and now callbot. We take stock.
What is average treatment time (AHT)?
Average Handle Time (AHT) is a Key Performance Indicator (KPI) used to measure the performance of customer services or call centers. It refers to the average length of a call to a customer service department.
For the purposes of analysis, we take into account the time required to process a call or transaction from the beginning (taking the call) to the end (when the caller hangs up). This includes call initiation, waiting time, conversation and any follow-up tasks required to resolve the call afterwards.
How do you calculate an average treatment time?
There is therefore a mathematical formula for calculating the average treatment time:
AHT (average handle time) = Total Talk Time + Total Hold Time + Total Wrap Time / Total Calls
i.e. time spent talking, waiting time and time taken in charge, divided by the duration of the call.
Why measure average treatment time?
Of course, to measure the efficiency of a service! Average processing time is considered a reliable indicator for studying the efficiency of a company's or mutual's customer service. Its detailed analysis should help to reduce costs, organize human resources and analyze employee performance.
To these already interesting criteria, we must add an even more important notion, which concerns the Holy Grail of all customer service: customer satisfaction!
In general, the shorter the average processing time, the more pleasant the experience for the customer.
And, as you know, a happy customer will reflect on your company as a whole. This butterfly effect has a name: symmetry of attention.
Average treatment time in insurance
If there's one sector where customer relations are a real competitive advantage, it's insurance. So it's hardly surprising to find this criterion in the top 3 key indicators for the general management of French insurers and mutual insurers.
Insurance is a complex sector, and the French are inundated with information and solicitations, particularly since the Hamon law allows policyholders to cancel their insurance contract after 1 year of membership, without being exposed to penalties.
If we add to this the complaints from existing customers and their questions: how does reimbursement work, how much is covered by social security, what is 100% health, what does sector 2 doctor mean, etc.? It's easy to see why insurers' customer service is so important.
Average processing time and customer satisfaction
Poorly informed or dissatisfied customers are likely to take their business elsewhere, and according to recent research by lecomparateurassurance.com, over 75% of insurance customers say they have difficulty understanding the information provided by their insurer.
More alarmingly, over 30% of customers change insurers within a year of a bad claims experience.
As we can see, customer satisfaction is directly correlated with average processing time. An average processing time that is too long may mean that customers are not receiving the right information quickly enough, or that they are not getting the help they need at critical moments. These problems have a significant impact on customer loyalty and therefore on the company's bottom line.
Reduce average processing time with callbots
As we've just seen, insurance requires a detailed understanding of customer needs. In the field of insurance, this means a precise qualification of needs from the very first seconds.
For a long time, technological solutions were unable to understand people's natural language (NLU). Customers had to interact verbally with the very first IVRs, and in writing with bots. That's where the name Chatbot comes from, meaning talking to a robot.
With text-only chatbots, experiences were often frustrating and contributed to lower customer satisfaction.
Fortunately, callbots have changed all that. The Callbot is a tool capable of understanding customer intentions expressed in natural language and providing a precise response according to the context, thanks to various AI technologies (NLU, ASR).
Callbot the tool for reducing average processing time
Because it possesses the most advanced cognitive capabilities on the market and is programmed to meet the specific demands of insurance companies, the callbot can be used to automate numerous use cases that drastically improve customer service work: identifying and categorizing telephone calls, taking the needs of unhappy customers into account, easing the bottleneck of incoming requests, crisis management...
By using a virtual conversational voice agent, companies and organizations can simplify access to their customer service. Consumers and users can access the agent at any time, for rapid processing of their requests.
Callbot insurance: use cases
Génération is an insurance broker specialized in the management of health and provident contracts. Génération offers companies the opportunity to take charge of managing their employees' social protection.
The customer's primary need is the availability of advisors. That's why Génération, in collaboration with Zaion, has deployed a Callbot to handle the high volume of calls.
With a call volume of almost 1.2 million a year to absorb, the Callbot Gwen has made it possible to respond to requests 24/7, meeting the following objectives for :
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- A more fluid and natural conversation than with an Interactive Voice Server;
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- Uninterrupted access thanks to direct, secure links to the right section of the policyholder area. These links are sent by e-mail or SMS, depending on the member's preference;
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- Pick up all calls instantly, with no waiting, and distribute calls according to the skills of each member of staff, making the most of human capital.
Zaion revolutionizes the customer experience through voice and artificial intelligence, automating high-volume conversations and assisting advisors on a daily basis.
