Welcome to this demonstration of intelligent
solutions
for insurance agency management, from Microsoft,
seen from the point of view of a territory manager.
Microsoft is helping insurance companies
redefine how they do business by empowering them
to engage more effectively with agencies,
gain insights on agent performance,
and leverage AI to improve all interactions.
Jo Adkins is a territory manager
with Contoso Insurance who uses
intelligent solutions for insurance
agency management from Microsoft
to review agency performance in her region.
Jo’s job performance is measured by the
success of the agencies she manages.
The Territory Dashboard in Dynamics 365 provides
a snapshot view of her agencies’ performance.
On the left, in the Relationship Assistant
pane, she can see system-generated alerts
about new agency activity.
On the right, she can see her agency
development pipeline and top five agencies.
Down below, she can see a list of the agencies
in the lead stage of development,
along with AI-generated performance predictions
for each, based on current and historical data.
Through the power of Microsoft AI Service
Insights,
the system has detected a high-volume topic:
a large number of inquiries about flood insurance
are coming from VanArsdel Insurance Agency.
Here in the agency record, Jo can see the
agency’s relationship status with her company,
and high-level details.
She can also see a timeline of recent activity
and a list of leads that Contoso has passed along.
Jo can switch tabs to get a complete
view of the agency’s performance,
including overall loss ratio
and overall policy goals.
She can even see policy goals broken out
by net new and renewal policies.
Because this is a strong-performing agency
with a solid relationship,
Jo decides to set up a training meeting at
VanArsdel
to explain flood insurance options.
In the meantime, Jo returns to her Territory
Dashboard and drills into the
Relationship Assistant case alert about flood
insurance that was generated by the Virtual Agent.
Jo reviews the case details, including the
customer’s information
and a timeline of related activities.
These activities include the
assignment of an underwriter
and a transcript of the Virtual Agent interaction.
From here, Jo also has access to a collection
of case-related Knowledge Base articles,
including information about the
National Flood Insurance Program
and products Contoso offers
outside of that program,
which will help her prepare for
the upcoming training meeting.
To make the most of her trip,
Jo takes a look at Market Insights,
which uses reports driven by Power BI,
to see if she should meet with any
other agencies after visiting VanArsdel.
She notices that one of the markets covered
by the agency is severely underperforming
in terms of market share,
and she drills down to take a look.
Of the three agencies covering this market,
she sees that one of them, Litware,
has an extremely high loss ratio.
She also notices that one of her highly rated
lead agencies, Fabrikam, also covers this market,
so she makes an appointment to discuss
expanding their relationship
and possibly replacing the struggling Litware agency.
On the way to visit VanArsdel, Jo uses her
Surface device to review her day’s appointments
and check the performance of her agencies.
She can review insights about the agency’s
performance over time, upcoming renewals,
and recent activities and transactions
so she’s well prepared for the meeting.
After meeting with the agency, Jo can
quickly record what was discussed
by using a prebuilt form, and
she can add important notes,
such as to follow up with
any new hires to ensure
they’re up to speed on flood
insurance options as well.
As you’ve just seen, Microsoft is helping
insurance companies redefine how they do business
by empowering them to engage more effectively
with agencies, gain insights on agent performance,
and leverage AI to improve all interactions.
For more information, please contact your
Microsoft representative or visit our website.
