Case Study: Healthcare insurer lifts positive sentiment 25% with InMoment conversational intelligence

Key results

The challenge

A Fortune 100 healthcare insurer faced member confusion around the annual notice of change to benefits, a common source of disruptive contact-center experiences. It wanted to identify which agent behaviors improved member sentiment and NPS.

The solution

The insurer ran an InMoment Conversational Intelligence proof of concept to analyze calls and pinpoint the phrasing and behaviors that most improved the member experience.

The results, in context

InMoment measured 25% more positive sentiment when agents introduced themselves as a 'Healthcare Advocate.' NPS rose by 18 points when agents confirmed the caller's issue had been resolved and by 4 points when agents mentioned the annual notice of change.

Products used