How Insurance Australia Group
Prioritises Frictionless Analytics
& AI From NICE
Networking Lunch at Rockpool Bar and Grill, Sydney

Here’s what we discussed:

As the largest general insurance company in Australia and New Zealand, Insurance Australia Group (IAG) provides thousands of Australians and New Zealanders with insurance across multiple established brands, including NRMA Insurance.

With more than 3,000 agents working across its customer service and claims departments, IAG needed a robust analytics solution that could maintain a high regulatory compliance level and allow for future transformation. The NICE platform’s transcription accuracy and ability to scale were key factors in IAG’s decision to transition.

Following the 2017 Financial Services Royal Commission, IAG leveraged NICE CXone software to adhere to the new regulations and code of practice by enabling 100 percent of calls to be recorded, transcribed, and reviewed for compliance via an automated process. Before deploying the solution, the manual review process meant that one percent of calls were being reviewed, greatly increasing the potential risk to the business.

IAG is now looking to continue its digital transformation journey with NICE CXone as the contact centre landscape continues to grow. As it looks to transition to its cloud-based solution, IAG’s roadmap also includes growing its analytic capabilities and embracing a hybrid artificial intelligence model to provide frictionless customer service.

In this session, we discussed:

• How robust recording software reduces the risk of non-compliance and improves confidence in the organisation.
• How NICE CXone provides a solid foundation for IAG’s continued evolution.
• The potential use cases for hybrid AI–human customer service.
• How embedded analytics enables better coaching by turning unstructured data into structured performance data for agents.