TCS Customer Intelligence & Insights™ (CI&I) for Insurance

Evolving customer needs, changing demographics, new technologies, and the pandemic have led to a need for accelerated digital transformation in the insurance industry.The limitations of legacy systems, complex operating environments, and concerns about the costs and risks of digital transformation, however, hinder insurers’ ability to take advantage of new and emerging digital technologies to drive customer satisfaction and growth.TCS Customer Intelligence & Insights™ AI-driven, customer analytics and CDP provides out-of-the-box, industry-specifc use cases that enable insurers to develop real-time insights, predictions, and recommendations for hyper-personalized digital and agent-led journeys.

TCS Customer Intelligence & Insights™ (CI&I) for insurance, AI-driven customer analytics and real-time CDP software is built specifically for insurers with pre-built use cases for faster time to value. CI&I provides access and analytics across siloed data systems and devices, so insurers can deliver highly personalized products and individual customer journeys. CI&I’s unique AI-driven persona discovery provides data-driven insights that are delivered via next-best actions, proactive nudges, and personalized engagements to reduce the cost of marketing campaigns while improving member engagement and driving better outcomes for customers and agents. With complete support of data privacy, CI&I uses customer preferences, event and life stage data to dynamically optimize propositions and conversions in real time. CI&I’s low-code platform provides seamless data to AI activation to unlock the potential of a ‘Personalized Insurance Engine’. It accelerates the creation of use cases ranging from customized claim segmentation to behavioral premium pricing to outcome-based assignment. From fraud and risk management to predictive product configuration, policy renewal, and persistency analysis, CI&I is a win-win for insurers, agents, and members.

CI&I leverages artificial intelligence and machine learning to deliver highly relevant information and contextual next best offers and actions based on 360-degree customer profiles, digital customer personas, and dynamic customer segmentation, while protecting customer privacy and adhering to global privacy regulations.

CI&I for insurance delivers superior data management to empower increased agility, scalability, and customer centricity. It is built on a unified data analytics platform that enables organizations to accelerate their analytic initiatives through a low code platform approach.

CI&I unifies multiple open-source technologies into an integrated and simplified end-to-end data management and analytic platform that enables organizations to quickly turn data into actionable insights and recommendations for better decision making. CI&I provides insurers with a self-service user interface for data modelers, data engineers, data scientists, integration developers, data analysts and administrators to supplement the pre-built use cases by collaboratively developing and deploying custom analytic use cases.

or insurance, AI-driven customer analytics and real-time CDP software is built specifically for insurers with pre-built use cases for faster time to valu

CI&I leverages data analytics, AI and ML to drive innovation and efficiencies across the insurance value chain that helps: accelerate ditribution; improve underwriting with instant access to real time data for more accurate recommendations and risk optimization; deliver real-time, dynamic pricing; automate claims and enable early fraud detection.

TCS CI&I for insurance helps executive stakeholders (CMOs, CEOs, CFO, Marketing SVP/VP Director, Customer Experience Officer/Executives, etc.) accelerate their digital transformation initiatives with a purpose-built software solution that includes analytical models and use cases designed specifically for insurance organizations CX needs.

IT departments benefit from CI&I's low code, open source platform which provides seamless data-to-AI activation to unlock the potential of a 'Personalized Insurance Engine'. CI&I leverages existing IT investments and is easily extensible through APIs and connectors that enable the rapid development and deployment of new use cases ranging from customized claim segmentation and behavioral premium pricing to outcome-based assignment.

Business users of CI&I gain a customer analytics solution purpose-buile for insurance that is easy to use with built-in analytics- no need for data scientists to develop analytics 'from scratch'. CI&I easily integrates with front end systems, such as marketing automation systems, CRMs, email, etc.

Key features include:

Customer 360: Gain a single customer view with analytics insights on customer profile, policies, claims, interactions, offers, alerts etc. for improved servicing.

Customer Base View: Get an aggregated view of the customer base across multiple dimensions--product, geographic location or customer segments or any combination thereof--for insights on how the business is performing.

Digital Persona: Discover customer personas from enterprise data using Digital Persona to fine tune engagements.

Experience Score Framework: Monitor customer experience to address opportunities for improvement.

Dynamic Customer Segmentation (DCS): Stratify the customer base, generate customer lists, and create micro-segments using dynamic customer segmentation for targeted engagements.

Next Best Offers (NBO): Create next best offers by discovering customer product affinities Get next best offer recommendations based on customers’ demographic details, buying propensities, previous transaction records, product affinity and channel usage scores.

Event-Based Marketing (EBM): Provide next best actions based on new life event data with event-based marketing for continued engagement.

Personalized Product Advice: Provide personalized next best product to buy (NPTB) recommendations to improve customer outcomes.

Pre-built self-serve dashboards and canned reports to gain deeper customer and product insights for vital decision making.

Web-based graphical user interface for data engineers to design and deploy batch and real-time data processing pipelines.

SQL interface to catalog the datasets and share the dataset across the organization for data analysis, analytic modeling and integration with other systems and tools.

REST APIs to integrate the data and insights generated in the platform to all the data consumers, enterprise systems, and tools in the organization.

ML and Deep Learning models as Representational State Transfer Application Program Interface (REST API) to integrate real-time predictions with enterprise applications & tools.

Robust and secured data accessprotocols restricted by business users' "purview". These purviews are combinations of the business user's role and access privileges.

• Improve digital and physical interactions with Customer 360
• Identify members likely to cancel coverage and take proactive measures to retain them
• Improve cross / up sell and renewals with real-time contextual next-best offers
• Drive KPIs such as customer lifetime value, customer satisfaction, net promoter score, etc.
• Improve targeting with automated customer persona discovery and dynamic customer segmentation
• Increase agent book of business
• Drive growth by delivering highly personalized protection and wellness experiences
• Engage under-protected, under-invested members with value-added recommendations
• Identify members likely to cancel coverage, and take proactive measures to retain them
• Simplify claims management and processing with predictive analytics
• Mitigate fraudulent cases in claim processing by analyzing insurance data trends
• Improve campaign success with relevant real-time, contextual offers and recommendations

Building on belief

CI&I for Insurance is backed by TCS' Building on belief commitment and award-winning expertise. We go beyond helping businesses transform through technology. We help them make a meaningful difference, translating their aspiration into reality.

We build on an organization's ambition and optimism to transform their business for the better, so their contribution is felt by their customers and the communities they serve. At TCS, we instill hope into business and trust in enterprise.