Staysure adopts NiCE’s AI-driven CXone Mpower to transform travel insurance customer service

Staysure Implements NiCE’s AI-Powered CXone Mpower Platform

UK-based travel insurer Staysure has selected NiCE’s AI-driven CXone Mpower platform to enhance its digital travel insurance services. After a competitive tender process, CXone Mpower was chosen for its ability to accelerate digital transformation and deliver AI-powered customer support.

The platform integrates various digital communication channels such as WhatsApp, SMS, and chat alongside traditional voice calls. This unified approach enables Staysure to maintain seamless contact with customers across multiple platforms.

Real-Time AI Support for Customer Service Agents

By adopting CXone Mpower’s Copilot and Expert features, Staysure provides its customer service team with AI-driven, real-time assistance. This support helps agents handle the detailed requirements of travel insurance policies more efficiently. The insurer also expects to reduce agent training time and speed up onboarding, improving overall operational efficiency.

Leadership Perspectives on the Digital Shift

Alistair Hadfield, Staysure’s COO, emphasized the importance of flexibility and scalability in their growth strategy. He noted that NiCE’s platform equips them to meet current digital demands while preparing for future traveler needs through automated end-to-end processes.

Darren Rushworth, president of NiCE International, highlighted how CXone Mpower enables Staysure to scale operations and capture new opportunities within the European travel insurance market. He also acknowledged the contribution of SVL partners in supporting Staysure throughout the selection and implementation phases.

Leveraging AI for Quality Management and Sentiment Analysis

Staysure is also using NiCE’s AI-powered tools for Quality Management and sentiment analysis. These tools provide insights into customer feelings, service effectiveness, and common call reasons, helping to refine customer interactions and improve service delivery.

For insurance professionals interested in AI applications in customer service and operational efficiency, exploring AI training options can offer practical skills for implementation. Resources such as Complete AI Training provide courses tailored to various job roles, including those in insurance.