Insurance Times Awards 2023: SBS addresses surge call volumes with AI

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Ollie Davies, operations director at SBS, discusses the company’s entry for the Excellence in AI award

Why have you entered the Excellence in AI award?

Ollie Davies

Ollie Davies, operations director at SBS

Surge call volumes are our clients’ biggest operational challenge, so in 2022, SBS mobilised a new contact strategy across our business, facilitating chatbots and call automation through speech recognition and natural language processing.

In June 2022, we partnered with Amazon Connect – and designed and implemented an agile, scalable AI driven contact centre solution. Market leading, our AI contact centre offers a solution to clients and eliminates the frustration of contact bottlenecks, which is delighting their policyholder customers.

This aligns perfectly in the Excellence in AI category, offering a next generation approach to a long-standing challenge for our clients.

What do you think makes your entry stand out and why should you win the award?

Unique, ground-breaking and unrivalled by our peers and competitors, our AI contact centre is delighting policyholders who are engaging with the technology due to its simplicity and ease of use.

Self-serve take-up – 68%
Calls automated by AI voice assistant – 26%
Calls DPA checked via the AI voice assistant – 72%

We are using AI intuitively, giving customers what they want, making the claim journey simpler, quicker and resulting in compliments and advocacy.

A Trustpilot score of 4.8 and an NPS of >80 speaks volumes to the success of the AI technology embedded and service provided.

What would winning this award mean to you and your firm?

Digitisation has evolved into a USP at SBS, generating successful partnerships with the leading UK insurers and 100% growth over the last six years.

Winning this award would be fantastic recognition of our innovative digitisation agenda and demonstrate that we are leading the way in developing AI for the benefit of both insurance company clients and their policyholders.

We would be absolutely delighted to win and everyone at SBS is waiting for the announcement. Celebrations are planned and champagne is on ice.