Scenario
How might Nationwide develop and integrate conversational AI capabilities and AI-powered search into our customer experience to build sustainable and empowering innovations for our customers?

That’s the question the 2024 Customer Strategy & Innovation Office Summer Internship Team explored by conducting extensive primary and secondary research to understand how these technologies can address customer needs, preferences, and challenges.

The primary research revealed that customers, while familiar with Gen AI, prioritize functionality, ease of communication, data privacy, and security. Customers seek clear, reliable, and efficient interactions with their insurance providers. The complexity of policy details and administrative tasks often poses challenges. Gen AI and conversational UX can simplify these processes, providing personalized, real-time responses and 24/7 accessibility.

Takeaways
1
NW customers that have experience with Gen AI have mostly positive opinions and acceptance for it.
2
Integrating Gen AI technology enhances customer satisfaction and operational efficiency.
Customer
Members, Professionals
Organization
Enterprise, Nationwide Financial, Property & Casualty
Principles
Effortless, Personal, Reassuring
Goal
Reaching a quick resolution