Zurich group chief customer officer Conny Kalcher shares how AI can improve communication with customers

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Conny Kalcher, the group chief customer officer at Zurich, talks about how the insurance company is using AI and training its employees to better interact with customers.

Transcript

00:00And if you think about insurance, it's often traumatic situations.

00:04It can be an accident, it can be a flood, it can be many different things.

00:08So it's really important to start with the person that's calling in first

00:12and take the starting point in their story and where they are right now.

00:22Empathy is very important when you're delivering service to customers

00:28because it makes you connect directly with the customer, not just from a mind perspective,

00:33but really also from the heart.

00:35AI is an important tool in many ways and we use it when we look at how we communicate.

00:41And in changing how we communicate so we're easier to understand,

00:45we're trying to kill off this special insurance language that we sometimes speak in insurance.

00:51By helping our employees to understand how they can communicate in a simple,

00:57easy to understand matter that demonstrates we care for the customer first and foremost.

01:03So to translate all of those dialogues and papers, we use AI to make that process easier

01:09because you can imagine it's thousands of documents we need to change.

01:12And AI in that process is very helpful.

01:15But there's the big debate about whether AI can deliver empathy.

01:19So we've started with actually delivering empathy through the human connection to begin with.

01:24And then we'll see as AI evolves whether it really can deliver empathy.

01:30But for us, it will start with a human contact.

01:33So we have two sets of training.

01:35We have an online training that employees can take in their own time.

01:39And then on top of that, we also actually collaborate with departments.

01:43It can be a claims department or customer service department,

01:47where we go in and we do a diagnostic analysis of the situation in that department.

01:54And then we play back these scenarios for them using actors to play out various situations,

02:01like the before and after of a certain situation.

02:04And that way, the employees can connect directly with the subject matter

02:09without feeling embarrassed about being on display themselves.

02:13But they can relate to these stories because they were based on stories they know themselves

02:17from their own department.

02:19And they can see what good looks like.

02:21And then I think in all of us humans, we do want to do the right thing.

02:25We do want to do the stronger impact on our customers as we can.

02:30We just need to be taught how to.

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