Contact Center Solutions Featured Article

Attensity Intros Social Analytics Solution for Customer Sentiment, Claims and Fraud Issues

March 16, 2012

Attensity, provider of social analytics and engagement applications for Social CRM, announced a new Insurance Industry Solution that builds on the company's flagship text analytics application with new category sets, topics, reports and dashboards tailored to the insurance industry.

The solution lets the insurance carriers and related businesses analyze customer conversations in social media to find fraudulent claims, identify customer problems and improve the procedure as a whole.

Marketing executives recognize that customer conversations with and about the company are multiplying as consumers use mobile devices and social networking to share opinions, recommend products and services and express sentiment about certain brands. Buried in millions of daily reviews, comments, emails, surveys and tweets is a wealth of customer intelligence that can improve a customer’s 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," stated 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," she added.

The Attensity Insurance Solution helps insurance providers analyze large amounts of unstructured data, generated in claim forms, adjuster notes and by third parties. With Attensity, insurance providers can measure positive and negative sentiment, and discover negativity toward property claims and policy coverage.

The Attensity Insurance Solution includes over 100 out-of-the-box reports, dashboards and prebuilt analytics that enable insurance providers to analyze customer sentiment around brands, offerings and services, identify the top compliments and complaints driving sentiment, understand context, analyze claims to identify complex fraudulent patterns that contain multiple red flags, detect customer service issues, understand the reasons customers switch providers and respond to customer requests for help with proactive service.

A new industry report, "Utilizing Social Analytics in the Insurance Industry" was also released, and provides an analysis of current social media and other customer conversations about the industry.

Edited by Braden Becker