Momentum Life enhances quality assurance with AI bot QBOT

Insurance company Momentum Life has taken a significant step forward in ensuring the quality and compliance of its customer service engagements. The firm has deployed an AI-powered quality assurance bot, QBOT, developed by New Zealand's Quanton. This innovation addresses the increasing compliance and service requirements at Momentum Life’s contact centres and has already proved to be transformative.

Traditionally, quality assurance for contact centres is both time-consuming and costly. Evaluating a mere 10-minute call can take up to 30 minutes, meaning many organisations audit only small samples of interactions, which may not accurately reflect the overall performance of the contact centre. Many existing solutions primarily focus on sentiment analysis and adopt a one-size-fits-all approach, potentially missing nuances critical for compliance and customer satisfaction. However, QBOT changes this paradigm by recording, transcribing, and storing call recordings in near real-time, allowing for the auditing of 100% of calls.

John Che, Quanton’s Customer Success Manager, explains that the real value of QBOT lies in its use of an algorithm developed by Momentum Life, based on their existing compliance rules and business requirements. This algorithm, implemented by Quanton, accurately assesses and marks each call, ensuring that only those calls failing to meet required thresholds are flagged for further examination. This ensures that compliance issues can be swiftly addressed, ultimately maintaining high standards of customer experience.

Quanton also designed a front-end portal and dashboard for Momentum Life, allowing contact centre agents to easily access QBOT's findings. These tools enable agents to monitor call compliance and focus attention where it is most needed. The bot was integrated into Momentum Life’s existing systems and rolled into its risk and compliance regime within six weeks. This rapid rollout has significantly enhanced the firm’s ability to provide real-time feedback and coaching to its agents.

Momentum Life CEO Lloyd Cartwright has highlighted the multiple benefits of implementing QBOT. The AI-powered bot not only boosts quality assurance measures but also offers valuable insights from sales and marketing perspectives. It has enabled the company to manage increased workloads without the need to expand headcount. Staff have praised the bot for taking on much of the heavy lifting, allowing them to focus on other aspects of quality assurance and compliance functions.

Cartwright also noted some unintended but positive side effects of the introduction of QBOT. "The work it does enables us to think about it in different ways across our business, not only from a quality assurance perspective but also from a sales or marketing perspective," said Cartwright. "The insurance space in New Zealand is ripe for further innovation, and QBOT is helping us lead that charge."

Staff reactions have been overwhelmingly positive, with many appreciating that the bot allows them to add value in other ways. "Staff who use it are highly complimentary," Cartwright stated. This has not only improved operational efficiency but has also enhanced the working environment by reducing the burden of repetitive tasks from human agents.

Quanton, a leading practitioner of automation and digital transformation, works with organisations to transform their operating models to future-focused workflows. They leverage a specialised range of emerging automation and AI technologies to create quantifiable benefits for businesses. Momentum Life, a licensed New Zealand life insurance company, remains committed to providing easy and affordable insurance solutions. Their recent deployment of QBOT underscores their commitment to innovation and excellence in customer service.