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Dhipaya Insurance is a leading non-life insurance company in Thailand. The company required an Open Platform that could manage all social channels in one place, including Facebook, Instagram, TikTok, X, LINE, and Pantip, with an Open Workflow Platform, Customer Registration Platform, and Customer Identity Management Platform within the same platform.
By utilizing Loxley Intelligent Social Automation (LISA) in conjunction with Zendesk CRM, Dhipaya Insurance can deliver cutting-edge AI and Social Engagement customer service for both sales and after-sales service teams. This has resulted in greater operational efficiency, better staff support, and a noticeably improved customer experience.
Dhipaya Insurance implemented LISA 4.0 AI Auto Engage, enabling employees to work faster.
Reduced operational time by up to 50%
AI can manage and reduce one-third (1/3) of the staff's workload.
Customer Satisfaction increased by up to 20% compared to before using the LISA 4.0 AI Feature.
Key services provided through the LISA AI & Zendesk CRM system include:
Insurance consultation services
Customer identity verification
Insurance purchase
Installment premium payment
Policy renewal
Amendment or change of policy details
Muang Thai Life Assurance Public Company Limited prioritizes the use of an Open Platform to create a Video Contact Center that is flexibly customizable and can seamlessly integrate with other voice and digital channels within the Contact Center.
This project aims to empower agents to efficiently provide service via video call along with Identity Verification , while also supporting customers contacting through existing voice and digital channels using the same Omnichannel tool.
Muang Thai Life Assurance targets to collect insights from Customer Feedback in order to further develop and improve service quality, especially for video call services.
By implementing the Avaya Omnichannel Video Contact Center and Loxley Intelligent Social Automation (LISA), Muang Thai Life Assurance is able to offer a cutting-edge Avaya Omnichannel Video Contact Center for both its sales and after-sales service teams. This has resulted in higher operational efficiency, enhanced agent support, and a superior Customer Experience (CX)
Services Accessible Through Video Conferencing:
Insurance Consulting Services
Policy Loan
Identity Verification
Insurance Purchase
Installment Payment
Insurance Renewal
Changes on Policy Details
National Telecommunications Public Company Limited (NT) has implemented advanced AI-powered speech analytics technology, utilizing Verint DaVinci AI technology to analyze data and uncover hidden issues. This has increased operational efficiency, improved problem resolution for customers, reduced service costs, boosted Customer Satisfaction (CSAT), and promoted self-service utilization, as part of the company's service channel transformation strategy.
The utilization of AI-powered Verint Speech Analytics enables National Telecommunications Public Company Limited (NT) to analyze trends and critical data for strategy adjustment and performance enhancement, as well as providing staff support and improving the Customer Experience (CX).
Reduced Management Workload: Conversation data summarization sped up from 1 week to 24 hours, increasing analyst team efficiency by 30%.
Reduced Average Talk Time (ATT): Average conversation time dropped by 18% after improving problem-solving processes.
Increased Self-Service Channel Utilization: Increased from 6% to 14% after improving script adherence.
Improved Customer Satisfaction (CSAT): Increased by 3% through the identification of root causes of dissatisfaction.
