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.
With Gen AI, customers can receive accessible, personalized, efficient, and secure interactions to solve most of their problems, reducing frustrations and enhancing their experience with Nationwide.
Integrating Gen AI reduces operational costs for agents, improves service delivery, and, if aligned with the company’s dedication to people-oriented values and service, can strengthen Nationwide’s competitive edge, according to the CSIO intern team’s findings.
