Pouch Insurance unleashes multilingual AI tool

Responding to governance events, like audits, investigations and e-discovery, in the era of unified communications and collaboration (UCC) is hard. IT stakeholders, such as those responsible for compliance archive storage and architecture, responding to search requests from compliance and legal, are overwhelmed by the volume and complexity of today’s modern communications and by the constraints of heritage archiving investments. Unfortunately for those involved, both on the IT and compliance/legal side, search and discovery might consist of a “best guess” effort making it challenging to identify risk or wrongdoing, form a judgment on the merits of a case and at its worse, suffer fines, sanctions, negative verdicts and damage to the organization’s brand and reputation. The volume of communications for today’s organizations come in the form of textual communications like email, chat, SMS, documents, voice communications and even visual communications like whiteboards or video. In a large organization, with thousands of employees working across multiple communications platforms, content growth can be exponential. UCC content is also complex. Textual content like chat and email can be embedded with emojis, reactions, images, memes, file attachments and more. All of this needs to be searched and analyzed for potential risk and signals of intent during a digital conversation as rogue users can look to obfuscate their communications behind these tools. Users today often context switch between multiple applications during a conversation. What starts out as a virtual meeting can segue to SMS, a phone call, an email or other forms of communication. In addition, chat conversations can be persistent and take place over days, weeks, months, even years, making it very difficult to encapsulate conversation patterns, relationships, intent and more. Finally, adding to the complexity level, UCC platforms are increasingly meshed, meaning they provide the ability to switch to a different modality (voice, video, etc.) or even a different platform for doing so. How can compliance IT teams keep up? Legacy approaches to managing regulated data - such as email and voice archives - are struggling to adapt to today’s modern communication requirements. These archive systems can serve as containers for regulated information to be safeguarded and locked away, but with enormous and numerous trade offs. These include redundant costs, loss of productivity, and increasing complexity, as they grapple to meet the constant evolution of changing UCC platforms and their continual improvements and feature additions. Responding to governance events can also mean that compliance IT stakeholders must pivot between these archive silos, conducting multiple search attempts and results and manually assembling a case or data investigation set. In addition, legacy systems lack the capability to capture and retain communications with full context across all UCC modalities, making it very difficult for compliance, legal and risk teams to piece together a digital conversation that as mentioned, can encompass text, voice and visual communications. Keyword search, the historical and primary means of navigating archived email conversations, is inadequate as a standalone capability in the face of today’s volume and complexity challenges, making it challenging to respond to external and internal requests for information. All of this is compounded by constrained time frames, such as when dictated by a judge’s or regulatory body’s order. UnifiedComms_Laptop In response to this, Theta Lake has developed Unified Search, Discovery and Replay. With it, organizations can: Efficiently aggregate all of the necessary data, across different modalities, meshed environments and timelines providing a complete “big picture” Deliver a unified view of a user across their various digital identities, to eliminate gaps during investigations Identify conversation patterns and outliers/suspicious patterns in communications to enable further drill down Review associated documents and access patterns and histories associated with communications investigations Theta Lake Unified Search, Discovery and Replay uses a variety of technologies, including Generative AI, visualizations, dashboards and digital identity mapping along with rapid and accurate keyword search to help organizations produce the necessary records and search results, without over collecting data to help compliance, legal and risk management teams respond quickly to governance events.

Pouch Insurance, leveraging the capabilities of the INSTANDA no-code insurance platform, has introduced a pioneering AI assistant named ‘Goodie’.

This tool is transforming the agent experience within the commercial auto insurance sector by allowing agents to handle a significantly higher volume of quotes and improving their overall efficiency by 35%. Goodie enables agents to deliver a more personalized service, supporting up to nine languages and covering all 50 states.

Further enhancing the efficiency, Pouch Insurance’s AI assistant has been instrumental in reducing customer complaints and hang-ups by over 15% through its rapid AI call sentiment assessment.

This technology also ensures global accessibility and quicker response times, transcending time zone limitations.

Pouch Co-founder and COO Gloria Guntiñas elaborated on the functionalities of Goodie, stating, “Pouch Insurance has created Goodie, the first-to-market AI Assistant that takes an agent’s customer from initial contact to generation and delivery of a final insurance quote.

“Goodie can collect critical information from the customer at any point in the conversation, just like a human. This seamless information gathering means the conversation is more natural, less rigid and ensures accurate information capture of the most critical details at any point in the conversation.”

Derek Hill, CRO and co-founder of INSTANDA, said, “Pouch has fully tapped into the APIs and architectural flexibility of the INSTANDA digital insurance platform to go further with its AI than other virtual assistants in the industry.

“Doing so frees agents to focus on higher-skill tasks while still maintaining control over the customer relationship with a solution that can go from initial inquiry to a final quote in mere moments. This represents the positive future of a digitally enabled insurance industry, and we are thrilled to partner with organisations like Pouch to bring that future state to today.”

The dual key advantages of the Goodie AI Assistant lie in maintaining the critical agent-customer relationship and enhancing interaction through its multilingual capabilities.

The assistant not only generates comprehensive quotes but also hands them over to agents to close the sale, thereby blending automation with personal touch.

Additionally, Goodie plays a significant role in serving insurance agencies within migrant communities, emphasizing the necessity to break language barriers with its 24/7 operational capability.

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