This Afiniti white paper outlines how AI can improve customer experience and profitability in the insurance sector by optimizing contact center operations. It identifies four strategic uses: optichannel orchestration, emotional-intelligence pairing, CSR experience enhancement, and real-time data utilization. It includes a case study where a U.S. insurer achieved $110M in premiums and a 5% telesales lift. The paper emphasizes data strategy as essential for measurable AI-driven outcomes.

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