Attensity, the leading provider of social analytics and engagement applications for Social CRM, today announced a new Insurance Industry Solution that builds on the company’s flagship text analytics application with out-of-the-box category sets, topics, reports and dashboards tailored specifically for the insurance industry. The new solution enables insurance carriers and related businesses to analyze customer conversations in social media and other unstructured sources to quickly spot fraudulent claims, identify customer pain points, and improve the claims experience.
“Costs today for insurance providers are on the rise as companies increasingly struggle to analyze the massive volumes of unstructured claims data generated by the claims process and combat fraud,” said Rebecca MacDonald, vice president of marketing at Attensity. “The Attensity Insurance Solution is based on our work with leading insurance providers and delivers the key analytics capabilities they need in an easy-to-use, quick-start package designed for insurance business users.”
The Attensity Insurance Solution helps insurance providers rapidly analyze the mountains of unstructured data generated in claim forms, adjuster notes and third party reports —including police, medical and inspection reports— as well as customer feedback from social media, surveys, emails and other sources. Using Attensity, insurance providers can measure positive and negative sentiment, and drill into the specific issues driving that sentiment. For example, a Fortune 100 insurance provider used Attensity to discover that the majority of negative sentiment expressed by its customers toward property claims was related to policy coverage, while complaints regarding auto claims related to appraisal accuracy.
Available now, the Attensity Insurance Solution includes over 100 out-of-the-box reports, dashboards and prebuilt analytics that enable insurance providers to:
• Analyze and compare customer sentiment around brands, offerings, services and more;
• Identify the top compliments and complaints driving sentiment, and drill down to the text of the conversations to understand context;
• Analyze claims to identify complex fraudulent patterns that contain the presence of multiple Red Flag Indicators;
• Detect early warning of potential customer service issues before they become problems;
• Understand and mitigate the reasons customers switch providers;
• Respond to customer requests for help with proactive service.
Insurance Solution Webinar
Paired with the release of the Attensity Insurance Industry solution is a new industry report,“Utilizing Social Analytics in the Insurance Industry.” It provides an analysis of current social media and other customer conversations about the industry, including a detailed look at the claims experience and fraudulent patterns. The report will serve as the basis for a March 21st webinar and will be made available for download to those who register for the webinar.
Attensity’s social analytics and engagement solutions are the choice of the world’s leading brands for Social CRM. Attensity (attensity.com) is the only company that gives business users the ability to analyze millions of real-time customer conversations from any online, social media or internal source, and extract the industry’s most accurate insights to drive business decisions. From its headquarters in Palo Alto, Calif., Attensity is powering the Social CRM strategies of companies such as AT&T, Charles Schwab, JetBlue Airways, Lloyd’s Banking Group, Siemens, Starwood Hotels & Resorts, StubHub, Travelocity and Whirlpool. Follow the company at blog.attensity.com, on Twitter @Attensity, and on facebook.com/Attensity.
Lisa Hawes, Sterling Communications, (408) 884-5155, attensity[.]sterlingpr.com.