Keep Insurance People first.
Augment Insurance Operations with
AI-Powered Performance Coaching
worxogo's Nudge Coach is your Insurance team’s personal productivity coach. Help your teams get daily personalized guidance and get 30% higher productive teams.
Key Challenges
First pass Right causing decision delays and customer complaints
Reduce mistakes in policy modifications and customer service interactions.
Inconsistent service quality across different agents and team locations
Standardize service quality across all policy administration tasks.
Knowledge gaps leading to frequent escalations and rework
Increase adherence to established protocols and best practices.
Poor alignment with SoPs
Improve adherence to established protocols and best practices.
Time to productivity with new joinees struggling to
Accelerate onboarding and time-to-productivity for new team members.
Billing errors causing revenue leakage and delayed collections
Streamline billing workflows to reduce processing time and mistakes.
Inconsistent follow-up on outstanding claims
Standardize service quality across all revenue cycle management tasks.
Complex regulatory requirements causing compliance issues
Bridge expertise gaps with targeted training and resources.
Inefficient denial management processes
Increase adherence to established protocols and best practices.
High call handling time variation between agents
Reduce inconsistency in service delivery and response times.
Low appointment set rates during enrollment season
Improve conversion rates and customer acquisition efficiency.
Inconsistent first-call resolution rates across the team
Enhance first-contact resolution to improve customer satisfaction.
Difficulty onboarding large service teams during enrollment season
Streamline training and onboarding for seasonal staff increases.
Agent burnout from repetitive, high-pressure interactions
Improve agent resilience and reduce turnover in high-stress periods.
SLA adherence challenges impacting customer satisfaction scores
Improve compliance with service level agreements and response times.
Post-training knowledge decay reducing effectiveness over time
Maintain knowledge retention with continuous learning approaches.
Lack of real-time performance insights for managers
Provide actionable performance data to support timely interventions.
Reactive problem-solving instead of proactive optimization
Shift from reactive to preventative support strategies.
Manual processing errors causing policy delays and customer complaints
Reduce mistakes in policy administration and improve customer satisfaction.
Inconsistent service quality across different agents and locations
Standardize service quality across all policy administration teams.
Knowledge gaps leading to frequent escalations and rework
Bridge expertise gaps with targeted training and resources.
Low engagement with standard operating procedures
Improve adherence to established protocols and best practices.
First pass Right causing decision delays and customer complaints
Improve accuracy in initial claims processing to reduce rework.
Inconsistent service quality across different agents and team locations
Standardize service quality across all client operations.
Knowledge gaps leading to frequent escalations and rework
Bridge expertise gaps with targeted training and resources.
Poor alignment with SoPs
Improve adherence to established protocols and best practices.
Time to productivity with new joinees struggling to reach proficiency
Accelerate onboarding and time-to-productivity for new team members.
How a worxogo Nudge Coach Works
AI-Powered Coaching
Smart, contextual coaching prompts delivered at the moment of need. Personalized coaching based on individual agent playbooks. Timely guidance to prevent errors before they occur. Behavioral triggers to build resilience. Seamless integration with existing insurance systems.
Live Behavior Scorecards
360-degree visibility into individual playbook. Real-time balance scorecard insights. Instant alerts for managers on team performance and outliers. Social norming to drive team alignment. Trends and insights for 1-on-1s.
Micro-Learning & Feedback
Just-in-time knowledge delivery when it matters most. Bite-sized learning modules embedded in agent workflows. Interactive quizzes and surveys to test knowledge retention. Manager feedback tools with 2-click review capabilities. Continuous reinforcement of critical processes and policies.
Proven Impact
25%
increase in average achievement scores
Streamlined workflows and reduced manual errors boost overall efficiency.
67%
reduction in escalations per agent
Consistent adherence to standard operating procedures.
98%
quality benchmark maintained
Sustained performance improvements across all quarters.
Sustained
performance improvements
Consistent quality and productivity maintained throughout the year.
25%
boost in task completion productivity
Proactive coaching reducing manager intervention time.
Enhanced
knowledge retention through targeted micro-learning
Improved account matching and discrepancy resolution.
Streamlined
reporting with automated performance insights
Real-time visibility and accurate processing minimize conflicts.
19%
reduction in reconciliation time
Improved efficiency in matching payments to policies.
5%
improvement in CSAT scores
Accelerated resolution of customer inquiries and concerns.
9%
better clear communication ratings
Consistent service quality across all communication channels.
6%
increase in shift adherence
Improved schedule compliance and resource utilization.
10%
reduction in average handle time
More efficient customer interactions across all channels.
25%
boost in task completion productivity
Proactive coaching reducing manager intervention time.
Enhanced
knowledge retention through targeted micro-learning
Targeted training and resources bridge knowledge gaps.
Streamlined
reporting with automated performance insights
Real-time tracking of key performance indicators.
Proactive
coaching reducing manager intervention
Improved team autonomy and decision-making capabilities.
19%
increase in claims processing productivity
Streamlined setup and documentation processes.
8%
improvement in triage accuracy rates
Standardized touchpoints and progress reporting.
15%
enhancement in quality benchmarks
Consistent adherence to quality standards across teams.
Reduced
processing delays through momentum
Early-month momentum building improves overall throughput.
Proven results across Carriers and Broker Orgs
Problem:
Highly dissatisfied customers were
churning away to competitors.
worxogo Nudge Coach transformed their CX operations and turned
around things for them.
How worxogo helped:
Highly dissatisfied customers
were churning away to competitors.
worxogo Nudge Coach transformed their CX operations and turned
around things for them.
Reduction
Reduction
Problem:
Agents were busy as per the system
records but output could not be measured. Teams struggled to match efforts with outputs
resulting in high attrition.
How worxogo helped:
Enhanced claims operations
across multiple lines of business with AI-powered productivity coaching.
Problem:
Inconsistent service quality and low
reliability scores resulted in poor CX.
How worxogo helped:
By deploying worxogo Nudge
coach, agents received daily, personalized coaching tips and managers got tips to coach
their teams.
teams
higher
points better
points better
Problem:
Carrier faced Productivity gaps and high
handle times that impacted overall team performance and Customer service.
How worxogo helped:
By deploying worxogo Nudge
coach, agents received daily, personalized coaching tips and managers got tips to coach
their teams.