Suncorp

Customer
Success Story

Opportunity
Suncorp is a leading finance, insurance, and banking corporation based in Australia.
The company operates a network of financial brands throughout Australia and New
Zealand, including AAMI and GIO.
Across its portfolio of brands, Suncorp aimed to improve the way customers engaged
and interacted with the company. With consumers already preconditioned by existing
digital experiences, the financial services leader wanted to add conversational userinterfaces at the forefront of its websites to address customer enquiries and elevate
experiences. Ideally, it wanted to find a single intelligent virtual assistant (IVA) platformthat could support multiple conversational interfaces representing each of its brands,and each tailored with specific brand personas.
Suncorp’s ultimate vision was to have the IVA integrate with its central knowledge base toensure a consistent and “single source of truth.” Additionally, the IVA needed to support acomplex series of enquiries, seamlessly integrate live chat, and continually learn and adapt.

Solutions
Verint® Intelligent
Virtual Assistant™

Industry
Financial Services

SolutionWith these goals in mind, Suncorp began exploring scalable IVA solutions that would help
it increase digital adoption, maximise productivity in the call centre, and provide quick,accurate answers to customer questions online.
After extensive due diligence, Suncorp partnered with Verint®, who not only offeredinnovative IVA technology but brought years of customer engagement experience with it.
In selecting Verint Intelligent Virtual Assistant™, Suncorp gained a robust, open, and modular
conversational AI platform that could support multiple IVAs for its brands leveraging a single
conversational AI platform, with the added bonus of seamless integration with its existing
Verint Workforce Engagement™ solutions. Verint Intelligent Virtual Assistant, coupled withthe company’s use of Verint Employee Desktop™, Verint Live Chat™, and Verint Knowledge
Management™, as well as Verint Automated Quality Management™, Verint Text Analytics™,and Verint Speech Analytics™ in the cloud, gives Suncorp a holistic, innovative, and powerfulplatform to address its customer engagement needs.
Shortly after selecting Verint Intelligent Virtual Assistant, Suncorp partnered with Verint’s
professional services team to start a Verint AI Blueprint™. The Verint AI Blueprint is a robust
conversational analysis system that takes a company’s existing business data and leverages
artificial intelligence and machine learning to identify and validate IVA use cases, de-risk
investments, and accelerate automation opportunities. To prepare, Suncorp gathered
several sources of information, including customer data, contact centre agent speech-to-texttranscripts, and Google Search intel.

RegionAPAC

Results• Increased self-service

adoption rates andreduced call volumes.

• Answered 310,934

questions from 151,883
conversations sincelaunch.

• Achieved 93%customer intent
understanding tosupport channelcontainment.

• Provides customers

with access to
information 24x7x365.

Verint Intelligent Virtual Assistant has helped Suncorp
increase self-service adoption rates, reduce call volumes,
and provide customers with access to information 24x7x365.
With this information, Verint conducted the AI Blueprint,
sharing the output with Suncorp via a comprehensive,customised report. The data analysis revealed areas ofautomation with the highest potential return on investment(ROI), as well as information about user behaviour,
sentiment, intent, challenges, desires, and subject matter.
This enabled the Suncorp project team to drive ROI faster.
The AI Blueprint also helped ensure that Suncorp’s IVA
would effectively understand and assist customers accuratelyfrom day one. Finally, it provided a roadmap for long-term
growth and development.

Since the launch in February 2018, Suncorp’s IVAs haveanswered 310,934 questions from 151,883 conversations.
IVA customer intent understanding has also grown from
89.7 to 93 percent, with further improvement expected overtime. Additionally, Suncorp’s IVAs have been recognized
by industry experts, notably receiving Stevie Awards for“Innovative Use of Technology in Customer Service”
and “Innovation in Technology Management, Planning &Implementation” within the financial services industry.

Suncorp first went live with its AAMI virtual assistant, given
the brand’s digitally savvy customer base. Next, Suncorp
deployed “George,” the IVA for its GIO brand. Suncorp’s
IVA, “Scout,” was released last to provide a longer runway
to create banking-focused content.

Learn more about
Verint Customer Engagement Solutionsat www.verint.com/engagement

Benefits
Verint Intelligent Virtual Assistant has helped Suncorp
increase self-service adoption rates, reduce call volumes,
and provide customers with access to information 24x7x365.
The solution has also reduced wait times and contact
centre call queues for customers who genuinely require aspecialist’s expertise.
The ability of Verint Intelligent Virtual Assistant to scaleand adapt was on full display during the early days of theCOVID-19 pandemic when Suncorp saw IVA usage spikedramatically, with traffic nearly tripling in a month. Adding
responses to its IVAs quickly, the company was able toeffectively respond to nearly 7,000 customer enquiries about
COVID-19, as well as Australian bushfires, providing criticalinformation in a timely manner to expediate and heighten
support.

Americas

Europe, Middle East & Africa

Asia Pacificinfo@verint.com

info.emea@verint.com

info.apac@verint.com

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