Case Study | Insurance

See how Sutherland helped a provider of global supplemental insurance streamline their pre-qualification sales funnel with conversational AI.

Services Conversational AI, Insight & Design
Industry Insurance
APRIL 28, 2021

Sales Stuck in Manual

Sutherland provides this client with end-to-end direct to consumer policy acquisition services for supplemental products including accidental, dental, vision, whole and term life, cancer, critical illness and others. We currently generate $35M in annual premium for this client. Our client was looking for ways to improve their annual rate of growth in written premium, so turned their focus toward creating a more efficient qualification process to increase conversion rates.

Their existing pre-qualification process was lengthy and manual, which created an off-putting experience for many potential customers. This also contributed to numerous abandoned calls from other potential customers waiting to speak to a sales agent. The client needed a digitally focused partner to eliminate this bottleneck effect and amplify their direct sales channels.


Seeing AI to Eye with the Customer

Our Insight & Design team collaborated with key stakeholders to workshop and identify key pain points across the entire customer journey.

We recognized an opportunity to leverage our Conversational AI solution to make sales simpler. Our cutting-edge digital assistant (chatbot) helped streamline the pre-qualification sales funnel to eliminate bottlenecks. This infinitely scalable chatbot allowed the client to remain available after business hours, generating qualified leads 24/7 with minimal human intervention.

Sutherland Conversational AI is embedded with machine learning technology that can adapt to any legislative changes affecting the industry. Natural Language Processing (NLP) analyzes conversation patterns to continually refine the customer experience. AI and quick reply buttons also enhance the experience for the end customer while efficiently funneling fully qualified opportunities directly to representatives to complete the sale.

Learn More About Our Conversational AI and Insight & Design Services?

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