Suncorp contact centre upgrade gives AI boost to customer service

Contact Centre Suncorp Genesys Upgrade

Suncorp is moving 7,000 of its agents to a new omnichannel-ready contact centre platform in a bid to boost workforce capacity, flexibility, and quicken the company’s response time to claims events.

Partnering with contact centre software specialist Genesys, the phased migration will see the initial deployment of the vendor’s Engage platform, which will deliver omnichannel-capable customer engagement, Genesys said.

A follow-up deployment will add Suncorp’s native and third-party AI capabilities to the Genesys-backed platform.

One AI use case for KYC – which will specifically leverage Genesys’s Intelligent Automation solution – is expected to save callers up to 90 seconds per call.

According to Genesys, its AI solution can securely verify customer identities before they reach a Suncorp contact centre agent, reducing wait times considerably.

The move from Suncorp’s existing legacy system to a hybrid cloud and on-premise architecture will also support the delivery of “tailored” customer experiences across the group’s brands and products, Genesys said.

The platform upgrade will also help Suncorp create a “blend of virtual and human resources” to scale personalised customer service.

“By using AI and offering service across all channels, including voice and digital, this hybrid Genesys solution will allow us to be flexible with our team and customers,” said Alli Smith, Suncorp’s executive general manager of home claims.

“We aim to be the ‘insurer of the future’,” she said.

Earlier this year, Suncorp unveiled a $10 million technology spend over 1H21, with the group most notably fast-tracking its digital, data, and automation initiatives across its insurance, banking and Suncorp New Zealand businesses.

Suncorp is currently halfway through a three-year digital transformation plan aimed at simplifying products and services.

Last year, the group stood up a dedicated technology and transformation unit – housing technology infrastructure and delivery, digital platforms, data, automation agenda, and the group’s overall digital-first approach – led by chief information officer Adam Bennett.

Among Genesys’s client base include Westpac NZ, AXA, PayPal and Microsoft.