VOICE IQ Qorus-NTT DATA Innovation in Insurance Awards 2025 - Winner

VoiceIQ: Revolutionizing Retention and Customer Loyalty Concept and objectives: VoiceIQ is an advanced analytics platform specifically designed to transform our customer retention strategies. The main objectives are to significantly enhance retention success, elevate customer satisfaction, and foster long-term customer loyalty. By leveraging cutting-edge technology, VoiceIQ provides in-depth analysis of retention calls, enabling data-driven decision-making and proactive improvements. Reasons behind: The inception of VoiceIQ stemmed from the critical need for sophisticated tools to effectively analyze retention calls. Prior to VoiceIQ, the process was labor-intensive, requiring nearly one full-time equivalent (FTE) to manually review a mere 4% sample of all platform calls. This method was not only time-consuming but also offered limited actionable insights, prompting the necessity for an innovative solution. State of competition: In the competitive landscape of customer retention tools, VoiceIQ stands out due to its unparalleled accuracy and comprehensive analysis capabilities. Unlike traditional methods, VoiceIQ automates the analysis process, providing real-time insights and identifying patterns that were previously undetectable. This positions us ahead of competitors who still rely on manual or semi-automated processes. Sources of inspiration: VoiceIQ draws inspiration from the latest advancements in artificial intelligence and machine learning. By integrating these technologies, we have created a tool that not only analyzes but also learns and evolves, continuously improving its effectiveness. Additionally, feedback from our retention team and insights from industry best practices have been pivotal in shaping VoiceIQ. Departments Involved: The development and implementation of VoiceIQ is a collaborative effort involving multiple departments: • IT: Responsible for industrializing client consent processes, managing recording transfers, and handling analysis files. • Data Protection Team: Ensures compliance with European regulations and Zurich's internal framework. • GenAI Team: The innovators behind the development of VoiceIQ. • Retention Team: Provided business requirements and oversees the optimization of results. Main Results so far: VoiceIQ has already delivered impressive results, including: • Enhanced transparency: Comprehensive visibility into retention call performance. • Identification of improvement areas: Detection of agent practices that require refinement. • Actionable insights: Implementation of targeted training programs and strategic agent reassignment based on performance with specific customer profiles. VoiceIQ is currently industrialized for our flagship product, Lifecare, and we are continuously refining the tool to increase its accuracy and expand its application to other products. The insights gained have led to tangible improvements, positioning us to achieve superior retention outcomes and exceptional customer loyalty. By embracing innovation through VoiceIQ, we are not only addressing current challenges but also setting a new standard in customer retention and satisfaction.