{"id":94333,"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":"2025-07-06T20:05:20","modified_gmt":"2025-07-07T02:05:20","slug":"set-your-agents-up-for-success-with-data-driven-conversational-insights","status":"publish","type":"customer-stories","link":"https:\/\/inmoment.com\/en-sg\/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

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

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  1. Call Transcripts<\/strong> – Approximately 20,000 records, capturing dialogues between agents and callers, including metadata<\/li>\n\n\n\n
  2. Voice of Customer (VoC) Surveys<\/strong> – Post-call surveys and core metrics (NPS) attached to each of those ~20,000 records<\/li>\n<\/ol>\n\n\n\n

    INSIGHTS<\/strong><\/h3>\n\n\n\n

    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 Conversational Intelligence analytics<\/a>\u2014to identify some member-centric best practices that could be implemented across the organisation.\u00a0<\/p>\n\n\n\n

    Advocacy Is Mission-Critical<\/strong><\/p>\n\n\n\n

    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

    Agents Must Be Adept at ANOC (Annual Notice of Change)<\/strong>:<\/p>\n\n\n\n

    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