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AIG deploys KMS Lighthouse and improves first call resolutions and overall customer satisfaction
American International Group, Inc. (AIG) is a leading international insurance organization-serving customers in more than 130 countries. AIG companies serve commercial, institutional, and individual customers through one of the most extensive worldwide property-casualty networks of any insurer. AIG Israel has been acting in Israel since May 1997 under the ownership of the AIG International providing insurance policies in the fields of housing, mortgage, health, life, commercial, travel and more.
With KMS, AIG was able to improve
customer satisfaction and increase sales.
Prior to KMS, AIG had implemented a knowledge management system that was very difficult to manage, serving only one department. Retrieving information was challenging and time consuming. Changing the previous KM system required organizing all the complex insurance policies into unified templates that are easy to understand and retrieve relevant information. The challenge was enabling agents to increase sales, improve customer satisfaction and find answers quickly, accurately, and in a unified way.
By deploying KMS Lighthouse, AIG was able to overcome all the shortcomings they had prior to the use of KMS, as well as achieving their main goals.
Following the implementation of Lighthouse, AIG saw improvements in the below areas:
• A Rise in customer satisfaction and overall improved customer experience
• Faster and more accurate information retrieval processes
• Improved “First Call Resolutions”
• Reduced total call duration and average holding times