Balance Empathy and Efficiency in Insurance Customer Service
Discover how to simplify operations while deepening policyholder connections. Learn how Salesforce solutions help the insurance workforce to deliver empathetic service more efficiently.
Important: This session is first come, first seated. You do not have a reserved seat.
, Senior Director, Industry Go To Market, Salesforce
, AVP, Strategy Implementation, Sammons Financial Group
, Distinguished Strategic SE, Salesforce
Role: IT, Operations
Industry: Financial Services
Product: Agentforce Financial Services, Agentforce Service
Topic: Artificial Intelligence
Session Level: Intermediate
Session Type: Theater
Thursday, Sep 1912:30 PM - 12:50 PM PDT
(7:30 PM - 7:50 PM GMT)
Moscone South, LL, Content Pavilion, Stage 9
Session Summary by Einstein: This session emphasized the importance of balancing empathy and efficiency in insurance customer service, particularly highlighting the integration of the Financial Services Cloud with Service Cloud Voice and AI capabilities. Demonstrations showcased how Salesforce's AI, including Einstein Copilot, streamlines customer service processes, reduces average handle times, and improves customer and employee experiences by presenting a unified customer view and suggesting next best actions. A case study with Sammons Financial Group was discussed, revealing significant operational improvements such as reduced onboarding time for new employees and a decrease in attrition rates, alongside handling over a million customer calls with enhanced satisfaction scores. The session concluded with a live demo, illustrating the seamless experience of a customer service representative using Salesforce's integrated solutions to efficiently address customer needs with empathy and precision.
Key Takeaways by Einstein:
• Salesforce's Financial Services Cloud, equipped with Service Process Studio and embedded AI, provides CSRs with a 360-degree view of policyholders, streamlining workflows and enabling personalized customer service.
• Sammons Financial Group's implementation of Service Cloud Voice and integration with Slack led to an 18% reduction in attrition rates and a cut from 12 to 8 weeks in onboarding time, highlighting the platform's impact on employee experience.
• A live demo illustrated the power of Salesforce's Service Cloud Voice, demonstrating how CSRs can access comprehensive customer information, knowledge articles, and automated workflows in a single interface, enhancing both efficiency and customer satisfaction.
With sessions and hands-on activities led by product experts, visionaries, and fellow Trailblazers, Dreamforce offers a deep dive into the latest in CRM + AI + Data + Trust.
Merlinda Lu
Salesforce Developer, IBM
We use cookies on our website to improve website performance, to analyze website usage and to tailor content and offers to your interests.
By clicking “Accept All Cookies”, you consent to us placing these cookies. By clicking “Do Not Accept”, you reject the usage of such cookies. We always place cookies that do not require consent, which are necessary for the website to work properly.
For more information about the different cookies we are using, read the Privacy Statement. To change your cookie settings and preferences, click the Cookie Consent Manager button.
Cookie Consent Manager
Cookie Consent Manager
General Information
Required Cookies
Functional Cookies
Advertising Cookies
General Information
We use three kinds of cookies on our websites: required, functional, and advertising. You can choose whether functional and advertising cookies apply. Click on the different cookie categories to find out more about each category and to change the default settings.
Privacy Statement
Required Cookies
Always Active
Required cookies are necessary for basic website functionality. Some examples include: session cookies needed to transmit the website, authentication cookies, and security cookies.
Functional Cookies
Functional cookies enhance functions, performance, and services on the website. Some examples include: cookies used to analyze site traffic, cookies used for market research, and cookies used to display advertising that is not directed to a particular individual.
Advertising Cookies
Advertising cookies track activity across websites in order to understand a viewer’s interests, and direct them specific marketing. Some examples include: cookies used for remarketing, or interest-based advertising.
