Allstate turns to technology again

Yesterday we told you about Allstate’s new chatbot – now it has another AI proposition to assist humans

Allstate turns to technology again


By Ryan Smith

AllState Insurance will now use Amelia, a market-leading artificial intelligence platform created by IPsoft, to assist call center staff in improving the overall customer experience.

Allstate deployed Amelia in a test program in September. To date, the insurer has used the platform in more than three million customer conversations. Amelia leads call center employees through step-by-step procedures to help answer customers’ questions, including inquiries about policies and policyholder information.

“Amelia is quickly becoming an important component of our customer service strategy,” said Carla Zuniga, Allstate senior vice president. “She provides our call center personnel with the information and procedures they need to address our customers’ questions and concerns.”

Amelia can improve its ability to answer customer questions by “listening” to interactions it doesn’t understand. It already know more than 40 industry-specific topics – and access to Amelia means new representatives need less training time, according to Allstate.

“We congratulate Allstate for their pioneering use of AI with their first Amelia deployment,” said IPsoft CEO Chetan Dube. “Customer service is a strategic imperative for Allstate, and Amelia possesses intelligent and interactive capabilities that are helping the company achieve its support goals. We look forward to our continued partnership and even greater successes.”



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