{"id":94332,"date":"2025-04-16T13:46:58","date_gmt":"2025-04-16T19:46:58","guid":{"rendered":"https:\/\/inmoment.com\/customer-stories\/set-your-agents-up-for-success-with-data-driven-conversational-insights\/"},"modified":"2025-07-06T20:04:58","modified_gmt":"2025-07-07T02:04:58","slug":"set-your-agents-up-for-success-with-data-driven-conversational-insights","status":"publish","type":"customer-stories","link":"https:\/\/inmoment.com\/en-nz\/customer-stories\/set-your-agents-up-for-success-with-data-driven-conversational-insights\/","title":{"rendered":"Set Your Agents Up for +25% More Positive Sentiment with Conversational Intelligence"},"content":{"rendered":"\n<p>In the complex, ever-evolving world of healthcare, few things can be more disruptive to the member experience than a poorly communicated change to benefits. To help call centre agents prepare for member inquiries regarding the annual notice of change, a Fortune 100 healthcare insurer implemented a Conversational Intelligence Proof of Concept (POC) leading up to an open enrollment period in which costs would increase while benefits degraded. The initiative aimed to apply natural language processing (NLP) to analyse two key data sources over five months:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Call Transcripts<\/strong> &#8211; Approximately 20,000 records, capturing dialogues between agents and callers, including metadata<\/li>\n\n\n\n<li><strong>Voice of Customer (VoC) Surveys<\/strong> &#8211; Post-call surveys and core metrics (NPS) attached to each of those ~20,000 records<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>INSIGHTS<\/strong><\/h3>\n\n\n\n<p>While the company believed it had standardised its agent training across all four contact centres, the data analysis yielded discrepancies in call-handling operations, which were leading to wide variances in member experience outcomes. The Pearl-Plaza team went a click deeper\u2013-using custom queries and <a href=\"https:\/\/inmoment.com\/en-nz\/conversation-analytics-software\/\">Conversational Intelligence analytics<\/a>\u2014to identify some member-centric best practices that could be implemented across the organisation.\u00a0<\/p>\n\n\n\n<p><strong>Advocacy Is Mission-Critical<\/strong><\/p>\n\n\n\n<p>Using text analytics to analyse call transcripts, the Pearl-Plaza insights team identified that one particular call centre supervisor had been coaching teams to introduce themselves as the member\u2019s \u2018Healthcare Advocate\u2019 at the beginning of the conversation\u2014and it was having a big impact. Customer sentiment was 25% more positive on calls where associates introduced themselves as \u201cHealthcare Advocates.\u201d Unfortunately, this was only happening on 15% of calls\u2014representing a quick-win opportunity for training agents.\u00a0<\/p>\n\n\n\n<p><strong>Agents Must Be Adept at ANOC (Annual Notice of Change)<\/strong>:<\/p>\n\n\n\n<p>Calls mentioning the ANOC showed a 4-point higher NPS and were positively correlated with customer understanding and satisfaction. Unsurprisingly, agents that mention ANOC also tend to model other positive behaviors worth reinforcing, such as:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Asking the member if they need additional help<\/li>\n\n\n\n<li>Using diffusion techniques&nbsp;<\/li>\n\n\n\n<li>Showing appreciation&nbsp;<\/li>\n<\/ul>\n\n\n\n<p><strong>Uncertainty Spurs Negative Sentiment<\/strong><\/p>\n\n\n\n<p>When members call in, they\u2019re searching for answers from knowledgeable agents. Associates using phrases like \u201cI don\u2019t know\u201d faced a 90% negative sentiment. The phrase was used frequently by agents with 6+ years of experience, indicating a potential area for coaching tenured agents and reinforcing best practices.<\/p>\n\n\n\n<p><strong>Confirmation Is Key to First Contact Resolution<\/strong><\/p>\n\n\n\n<p>The team also used AI Journey Insights to break down conversations into separate stages\u2014from initial contact to post-call follow-up and everything in between. By breaking the conversation out by speaker, the team was able to apply the AI Journey Insights to the full call transcript as well as the agent\u2019s and member\u2019s individual portions. The analysis showed calls in which the agent confirmed resolution at the end of the call had an 18-point higher NPS.&nbsp;<\/p>\n\n\n\n<p>Confirmation rates, however, were low across business partners at approximately 1 in 5 calls, highlighting a critical area where training could improve first-call resolution and customer satisfaction. While confirming resolution typically adds time (and thus, associated costs) to the call, doing so prevents the need for customers to call in a second time\u2014making it a worthwhile best practice to implement.&nbsp;<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p><strong>BOTTOM LINE<\/strong><\/p>\n\n\n\n<p>Conversations are full of nuance\u2014using AI-driven analytics to translate those nuances to insights can be a game-changer for your agents, your organisation, and most importantly, your members. This case study demonstrates the potential for using historical data and targeted AI-driven insights to drive measurable improvements in member satisfaction and operational efficiency in the call centre environment.<\/p>\n","protected":false},"featured_media":64862,"template":"","meta":{"_acf_changed":true,"footnotes":""},"categories":[1031],"industry":[736],"region":[],"class_list":["post-94332","customer-stories","type-customer-stories","status-publish","has-post-thumbnail","hentry","category-conversational-intelligence-en-nz","industry-contact-centre-en-nz"],"acf":[],"_links":{"self":[{"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/customer-stories\/94332","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/customer-stories"}],"about":[{"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/types\/customer-stories"}],"version-history":[{"count":0,"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/customer-stories\/94332\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/media\/64862"}],"wp:attachment":[{"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/media?parent=94332"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/categories?post=94332"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/industry?post=94332"},{"taxonomy":"region","embeddable":true,"href":"https:\/\/inmoment.com\/en-nz\/wp-json\/wp\/v2\/region?post=94332"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}