This is our story of helping a leading insurer maximize the value of its interaction analytics platform to enhance customer experience and drive significant savings. By applying deep domain expertise, we uncovered critical inefficiencies in customer interactions. Our analysis focused on leveraging advanced sentiment analysis to unlock actionable insights and enable strategic improvements.
As we know…
The insurance industry is transforming rapidly, driven by evolving customer expectations and the increasing adoption of advanced analytics tools. However, maintaining seamless customer experiences across claims, sales and customer care operations remains a common challenge.
Contact centers often struggle to understand customer intent, reduce repeat contacts and leverage technology for automation – all critical to improving operational efficiency and customer satisfaction.
The challenge for our client was…
Without clear insights into customer behavior, it faced inefficiencies in resolving queries, which led to customer dissatisfaction and increased operational costs. Despite significant investment in a leading interaction analytics platform, the client needed help to extract actionable insights.
The core challenges included :
Customer Intent Categorization
Understanding the reason behind customer interactions to provide personalized responses
Repeat Contact Reduction
Reducing the number of follow-ups with customers calling for the same issue
As the consulting and domain partner…
WNS collaborated with the client to unlock the full potential of their customer interaction analytics platform. Our functional expertise with the client’s existing platform ensured high-quality project delivery within tight timelines.
We conducted an in-depth analysis of customer interactions to accurately identify the intent and the root cause for repeat contacts. This targeted approach enabled WNS to achieve an 85 percent intent categorization rate, delivering actionable insights to drive meaningful improvements.
Key aspects of the solution included:
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AI-driven Insights
Used Artificial Intelligence (AI) capabilities within the interaction analytics platform to enhance customer sentiment understanding
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Comprehensive Recommendations
Delivered 39 tailored recommendations addressing agent training, process optimization and technology enhancements
Seven recommendations for agent training and skill development
Seven recommendations for process improvement
25 recommendations for technology and digital intervention
The detailed analysis…
Enabled the client to enhance agent performance through targeted training, streamline business processes to improve efficiency and implement technology-driven solutions to automate tasks and reduce repeat interactions.
Quantifiable outcomes included:
percentage point reduction in repeat contacts
AUD Million in annualized savings through contact reduction
Ready to transform your customer experience and achieve tangible results? WNS Expirius provides the expertise and technology you need to succeed. Explore our Customer Experience Management Suite and partner with WNS to unlock the full potential of your CX.
FAQs
1. Why do insurers struggle to get real value from interaction analytics platforms?
Many insurers invest in advanced interaction analytics tools but struggle to translate raw data into action. The challenge isn’t the availability of data—it’s accurately identifying customer intent, understanding sentiment at scale, and connecting insights to operational decisions. Without strong domain expertise and structured analysis, interaction analytics often remain descriptive rather than prescriptive. This case study shows how combining AI-driven analytics with insurance-specific consulting helps move from dashboards to measurable CX and cost outcomes.
2. How does AI-led intent and sentiment analysis reduce repeat customer contacts?
AI-led intent and sentiment analysis goes beyond keyword spotting to understand why customers are contacting the insurer and what drives dissatisfaction or repeat calls. By accurately categorizing intent (85% in this case), insurers can identify root causes such as unclear communication, process gaps, or agent skill issues. Addressing these systematically—through targeted training, process fixes, and automation—helps resolve issues right the first time, leading to fewer repeat interactions and lower service costs.
3. What makes interaction analytics insights actionable rather than just informative?
Interaction analytics become actionable when insights are linked directly to agent behavior, process design, and technology decisions. In this engagement, WNS translated analytics findings into 39 specific recommendations across training, process improvement, and digital interventions. This structured approach ensured insights didn’t stay theoretical but were converted into practical changes that agents and operations teams could immediately implement, driving sustained CX improvement.
4. What measurable business outcomes can insurers expect from optimizing interaction analytics?
When interaction analytics are optimized effectively, insurers can expect both CX and financial gains. In this case, the insurer reduced repeat contacts, improved agent effectiveness, and achieved AUD 1.2 million in annualized savings. Beyond cost reduction, insurers also gain better visibility into customer needs, more consistent service experiences, and a scalable foundation for automation and AI-driven CX transformation.
5. How does WNS help insurers unlock value from existing interaction analytics platforms?
WNS helps insurers maximize the value of their existing interaction analytics investments by combining deep insurance domain expertise with advanced AI and analytics consulting. Rather than replacing platforms, WNS focuses on optimizing them—improving intent and sentiment accuracy, identifying root causes of repeat contacts, and translating insights into clear actions. This consultative approach ensures analytics directly inform agent training, process redesign, and automation initiatives, delivering measurable CX and cost improvements.
6. What differentiates WNS’s approach to AI-led CX analytics for insurers?
What sets WNS apart is its ability to connect AI-driven insights with real-world insurance operations. WNS doesn’t treat analytics as a standalone exercise; it integrates customer interaction insights across claims, sales, and service journeys. By delivering structured, outcome-oriented recommendations and supporting implementation, WNS enables insurers to move from insight generation to sustainable CX transformation and financial impact, as demonstrated by reduced repeat contacts and significant annualized savings in this case study.