New technology helps speed up Axa’s case resolution 10-fold

AXA is using new digital technology that helps it resolve cases 10 times faster, and also boosts interaction with its customers.

That’s the claim from RingCentral, a provider of global enterprise cloud communications, collaboration, and contact centre solutions. RingCentral says its new platform has led to Axa achieving a 50 percent month-on-month increase in digital interactions, a 10-fold increase in case resolution and a 50 percent reduction in time to reach a resolution.

AXA has 107 million customers in 61 countries. RingCentral said AXA realised that some customers prefer using digital channels to engage with the company’s services. In response, the company embraced new digital channels.

AXA has now incorporated Facebook Messenger, Apple Business Chat, and WhatsApp messaging services into the customer journey, with plans to add chatbots in the future. Now, when a customer Googles or visits the company’s main contact page, they can now get in touch four different ways beyond voice, whereas two years ago, customers could only contact AXA via telephone.

“The previous customer service solution we were using didn’t provide any context of previous communication, so agents had no insight into interactions with the customer,” said Sarina Blatter, head of back office customer care for AXA Switzerland.

Christoph Schröder, head of front office customer care for AXA Switzerland, added: “Our agents had to search each digital channel to see if a customer had written a message or a comment on a Facebook post, for example. It was painful and difficult to track the interactions.”

The RingCentral digital customer engagement platform automatically recognizes over 70 languages across all channels. It then leverages an AI-based smart routing engine so agents can efficiently manage customer interactions across all digital channels via a single interface.

RingCentre said it also automatically merges customer identities across channels so agents see a complete view of the customer and can easily understand the historical context.

When AXA started using RingCentral Engage Digital in 2018, its customer service team handled about 100 messages per month. Twelve months later, AXA’s customer service handles about 4,000 messages a month. RingCentral Engage Digital has significantly improved agent productivity with a10-fold increase in case resolutions and 50 percent drop in the time taken to reach a resolution.

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