One year after Gallagher Bassett introduced Daisee — an artificial intelligence (AI) sentiment analysis tool — the leading provider has shared insights on the transformative effect the tool has had on claims operations. Gallagher Bassett's selective approach to AI has seen the provider partner its expert team with tools they need to continuously improve performance.
Lionel Charmetant, chief operating officer and deputy CEO — Personal Injury at Gallagher Bassett Australia, commented on the challenge the business sought to address:
"We know that high-quality claimant interactions are essential for injured workers' recovery, the wellbeing and development of our team and the delivery of superior outcomes for our clients. However, the sheer volume of calls and the complexity of evaluating these interactions pose a significant challenge for our quality assurance teams.
"Our team manages over 400,000 calls annually, but traditional call evaluation methods meant we were only able to assess about 1% of these calls. This limited our ability to standardise results and identify trends."
Gallagher Bassett's solution was to implement a powerful and scalable AI sentiment analysis tool, Daisee. By calibrating Daisee with Gallagher Bassett's call quality framework, the team now can evaluate every call taken and provide real-time data about service levels, areas of improvement or capacity.
"We introduced Daisee through a phased rollout in partnership with our Personal Injury clients and immediately saw several improvements. As our customer net satisfaction (CNS) continues to grow, we also saw metrics related to communications rise from 74% to 84%, conduct grew from 44% to 78%, and overall quality climbed from 51% to 70%.
"Because of our ability to assess vastly more calls than before, we're able to provide even greater insight to our clients and claims agents. It's affirmed that our training, development and call quality frameworks are delivering the right outcomes, and it highlighted opportunities for us to improve processes."
According to Lionel, the case for adopting AI-enabled technology in claims operations is clear. It's in the implementation, he stresses, that the industry must focus its attention.
"We approached implementation in a phased manner, prioritising strategic license distribution, time for calibration and testing, and pre-planned onboarding. It's essential that you're providing the necessary support for your people — which are the foundation of any good business. We have a powerful tool at our disposal but utilising it correctly will continue to require a measured approach and, of course, the irreplaceable expertise of our in-house claims' handlers."
Lionel's outlook for the future of the technology's use is positive, "As Gallagher Bassett's business continues to evolve, the plan is that the AI sentiment analysis tool's use will evolve alongside it — rolling out to more parts of the organisation and offering greater insights into industry trends."
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