2024/10/21
While it is typical to find incremental changes in Celent’s biannual examination of vendor solutions, for intelligent virtual assistant platform…
Research related to GenAI Customer Support Module
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2024/09/27Once the exclusive domain of large enterprises, intelligent virtual assistants (IVAs) based on conversational artificial intelligence (CAI) are…
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2024/08/08Generative AI (GenAI) will drive step change in small business customer service and engagement. While the vast majority of functionality that sm…
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2024/08/07Generative AI (GenAI) will transform how financial institutions (FIs) interact with their customers and how their front-office employees engage…
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2023/09/24The next evolution of retail delivery won’t be in new self-service features, but emerging highly personalized, valuable experiences for customer…
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2023/09/07We’ve just published the latest in a series of reports that help leaders understand and promote the value of digital customer engagement in reta…
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2023/04/19Celent has released a new report specifically for digital banking channel owners that covers specialized fintech, rising competition from non-ba…
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2023/03/23Celent is keeping an eye on the emerging consumer tech that might provide new ways for banks and service providers to engage with digital custom…
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2022/11/11Over three weeks in September 2022, Celent Banking team ran an online survey where we invited our contacts in the industry – clients and non-cli…
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2022/10/31Faced with historically high inflation and energy bills, increasing interest rates, and continued geopolitical and economic uncertainty, consume…
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2022/03/16Before vendor-built conversational interactive voice response (IVR) systems were widely available, Alior Bank embarked on an ambitious program t…
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2022/03/14Tower is a specialised personal and commercial lines insurer in New Zealand with approximately 304,000 customers across New Zealand and the Paci…
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2022/03/09Once the exclusive domain of large enterprises, intelligent virtual agents (IVAs) based on conversational artificial intelligence (CAI) are quic…
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2021/11/30
Interactive Voice Response (IVR) systems have greeted inbound callers for decades. Are we nearing the end of IVRs as we know them? Based on an O…
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2021/10/26The last 18 months have been like no other in recent memory. The COVID-19 pandemic forced everyone, not just those in financial services, to rea…
Research related to Fraud & abuse detection system
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2024/09/14The ability to detect insurance claims fraud is, in some ways, easier than ever. With each year, the datasets that insurers have access to are e…
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2024/08/12A claims fraud-detection system helps insurance carriers identify fraudulent claims at both the individual and organizational levels. It is typi…
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2024/08/12A claims fraud-detection system helps insurance carriers identify fraudulent claims at both the individual and organizational levels. It is typi…
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2024/04/25Throughout history, insurance has provided protection to countless individuals and businesses. However, alongside the insurance industry, insura…
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2022/09/26A claims fraud-detection system helps insurance providers identify fraudulent claims, at both the individual and organizational levels. It is ty…
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2022/09/26A claims fraud-detection system helps insurance providers identify fraudulent claims, at both the individual and organizational levels. It is ty…
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2022/09/26A claims fraud-detection system helps insurance providers identify fraudulent claims, at both the individual and organizational levels. It is ty…
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2021/09/15MLOps is a multi-phase process that leverages the power of large volumes and variety of data, abundant compute on GPU, and open-source machine l…
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2021/03/10Read about how an insurer optimize price and provide price personalization through the analysis of customers' reponse to price change and their…
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2021/03/09Read about how an insurer identifies suspicious individuals and claims in the insurance industry through the application of graph theory in soci…
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2021/03/08The virtual “That Was Easy!” button just got e-pushed, machines let us do old things in new ways. During the last year, rapid advances in Data,…
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2020/12/19Today's technological innovations are increasingly powered by artificial intelligence, fuelling possibilities for novel technological developmen…
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2020/08/24As we come to grips with the events at the turn of a new decade, there is never a better opportunity to re-imagine current business processes an…
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2020/06/14Claims is a melting pot for all lines of insurance — personal, commercial, and specialty. Often more than 70% of the total cash flow in a compan…
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2019/10/31InsureTech Connect is the world’s largest insurtech event and this document was created for Celent customers interested in insurtech and innovat…
Research related to Claim Processing Engine
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2024/03/21Taiwan Life Insurance’s AI Platform for Claims provides multiple convenient claims delivery channels that address the many issues Taiwanese poli…
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2022/07/13Some loyal readers may be surprised by my authorship of a blog post. I suppose this my reintroduction to Celent. Prior to mid-2020, I led the Am…
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2021/06/30Over the past two weeks, I moderated and presented at the 2021 InsureTech Connect Asia and Finovate Asia conferences. The hive of activities has…
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2020/10/02Healthcare is more important than ever, and digital health solutions are enabling personalized health assessment and overall care. Digital healt…