Zurich Insurance Group, with over 55 million customers worldwide, has integrated an AI tool into its agents’ workflow to boost customer loyalty. The insurer’s AI and analytics company, ZCAM, developed a customer relationship management (CRM) system that consolidates customer and policy data into a single, easily navigable platform.
The CRM was designed with the ‘three-click rule’ in mind, ensuring that agents can access necessary information within three clicks. This system has been integrated into existing tools like Microsoft Outlook and Salesforce to accommodate different platforms used by agents.
Key Features of the CRM
- Consolidates customer and policy data into one platform
- Provides AI-driven features such as tone analysis and messaging feedback
- Suggests next steps for customers based on their needs and history
- Reduces the time agents spend drafting messages and searching for information
Aleksandar Vidović, CEO of ZCAM, noted that the new CRM has significantly increased customer interaction while reducing the time spent on servicing customers. The company estimates a potential 70% reduction in servicing times.
The development of this CRM is part of Zurich’s broader adoption of AI technology, having implemented over 160 AI-powered tools across its operations. The insurer aims to continue upgrading the tool based on agent feedback and evolving customer needs.
Industry experts, such as Stephen Poux, executive vice president of risk management at Liberty Company Insurance Brokers, believe that AI is transforming the role of insurance agents from transactional intermediaries to trusted advisors.
As Zurich continues to refine its CRM, the company is likely to remain at the forefront of insurance technology innovation, enhancing customer relationships and loyalty through AI-driven solutions.
