Parikshit Bharadwaj, Vice President, Client Services, Virtusa
With Will Roberts, Senior Product Marketing Manager & Bruce Holbert, Head of Global Channels and Partnerships, Ushur
Virtusa’s appetite for disruption comes from the teams and technology it has centralized in its business. The unique expertise that Virtusa has acquired helps their teams guide insurance carriers through turbulent transformations and leverage digital capabilities like those from Ushur’s artificial intelligence (AI) powered, no-code platform. Across various insurance segments such as property and casualty, life and annuity, and group insurance, Virtusa prepares clients for the next technology revolution in their core businesses.
The complex and regulated ecosystem of carrier technology solutions burdens digital transformation projects that don’t have technology and service providers as partners. That’s why the Virtusa and Ushur partnership launched enterprise-grade digital transformation projects for insurance carriers into a new class of accelerated delivery.
Digital transformation as a strategy for customer experience
Digital transformation replaces the unscalable and manual versions of insurance carrier processes with more repeatable, technologically driven solutions. Leaders in these industries constantly seek ways to reduce journey friction, accelerate development cycles, and cut operational expenses with digital innovation to enhance customer experiences.
Virtusa clients going through digital transformation efforts can now bank extra time by using the flexibility of machine learning (ML), thanks to Ushur’s platform. The state-of-the-art engagement capabilities Virtusa clients need when speaking with claimants, partners, customers, and other stakeholders are usable with just a few clicks. Now Ushur and Virtusa clients can rely on conversational artificial intelligence (CAI) and ML, so they no longer need to account for every possible path and route where a customer programmatically could go.
The customer experience (CX) often suffers from technology underinvestment, and both customers and employees already have elevated expectations of easy and fast technology-first solutions. But when making digital transformation real, driving CX excellence is a more significant hurdle than many others.
As the scale of customer interactions increases, enterprises realize that digitization projects are essential. Thus, their need to rely on people-first customer service processes is becoming problematic. Finding enough people to help triage at scale can be tricky, even in the best times. Additionally, people leave jobs or switch companies, and competing for customer service expertise is a difficult path for growth. Moreover, building a practice around CXA is an emerging strategy for adding automation to customer service functions. It can genuinely help enterprises accomplish their digital transformation goals.
What is customer experience automation?
Customer experience automation (CXA) is the interdisciplinary intersection of AI, process automation, and conversational interfaces blended to optimize customer experience and engagement. Automation removes procedural barriers that prevent expedient resolution, AI uses historical data to understand and predict future behaviors, and two-way conversations refine the customer experience. This combination of technologies redefines CX by driving two-way conversations where action and results match the intent.
In other words, CXA allows customers to engage in dialogue with an insurance carrier when they hope to accomplish a specific task. Moreover, it also allows the customers to receive confirmation from the carrier that they have completed the action—an address update, a change to policy, a claim status check, or any other time-sensitive process.
How will this partnership benefit carriers?
Insurance carriers and financial services organizations are already using digital-first strategies for interactions with members, customers, patients, agents, brokers, and providers. They rely on partnerships like the one between Ushur and Virtusa.
Virtusa establishes a practice for each client for tackling customer experience projects and brings in the best-in-class technology needed to make delivering those a reality. Virtusa will use Ushur’s Customer Experience Automation™ (CXA) platform to engage directly with business users to understand customer experiences better and then build out the digital representation of those customer experiences. The partnership will also bring the experts in digital transformation and other technological capabilities they will need to make those conversations seamless.
By joining hands, Virtusa’s expertise in digital transformation and Ushur’s ability to redefine customer experiences with no-code capabilities become a boon to the insurance industry.
Insurance Automation
Everyone involved in the insurance journey, from market development to service and administration, expects digital-first self-service to be available. Carriers with self-service-first principles will naturally rely on intelligent automation in the insurance journeys to engage with customers, claimants, brokers, adjusters, and providers.
Brands can improve digital customer engagement by leveraging an API-driven customer experience automation platform via integrations, making it the ideal technological bridge between consumers and the back-office claims management, policy administration, underwriting, and billing systems.
Conclusion
The new partnership between Virtusa and Ushur highlights the capabilities of Ushur’s Customer Experience Automation platform™. It puts it in the hands of the insurance carriers that Virtusa is guiding through digital transformation projects. Ushur’s applications can be deployed in days and are simple to reuse and repurpose.
Virtusa’s expertise and technology, partnered with Ushur’s Customer Experience Automation™ platform, will help the industry’s leading carriers tackle the challenges of new customer experience programs in the coming years. Together, this partnership will design and deploy the unique value-creating customer experiences that carrier customers have been waiting for.