Elevating Customer Experience: The Power of Gen AI in Our Contact Center Qorus-NTT DATA Innovation in Insurance Awards 2025- Nominated

The new Gen AI services have been introduced in the Contact Center with the aim of supporting advisors in the timely and efficient management of customer requests. In particular, the “Service Reply” services are activated automatically during a live chat, effectively suggesting to the advisor the best response to give to the customer based on: • The relevant context • The history of past interactions • The information contained in Knowledge articles

The goal is to increase customer satisfaction and reduce handling times by at least 20% thanks to responses generated by artificial intelligence. Specifically, these services: • Activate during a messaging session or a live chat conversation, recommending fluid, courteous, and relevant responses while allowing the operator to review, modify, and send the suggested response; • Suggest, within the detail panel of a support ticket (regardless of the entry channel), a list of relevant knowledge articles to facilitate the operator in resolving the issue; • Based on one of the suggested articles, and by leveraging the information contained within it alongside the data in the support ticket, they can draft emails ready to be reviewed and sent by the operator.