I N D U S T R Y I N V E S T I G A T I O N other verticals . Our technology helps as it puts the customer at the centre , so making a business more customer-centric or patientcentric . We provide the technology to help insurers interact with their customers across every channel – which is great in a healthcare environment .
Additionally , we provide the technology to automate some of those interactions , such as AI . Everybody is using Artificial Intelligence today , but it needs to be utilised correctly and consumers need a way to interact with a live agent if needed . As a consumer , the worst experience is feeling like you ’ re being prevented from talking to someone and so , what Genesys does is pair automation with a human touch , providing that ease of service .
How important are health insurance and benefits to the employee experience ?
In my opinion , it depends on your geographical location . For instance , in certain countries like
France , people do not really consider insurance as it is mandatory in the workplace , whereas in the US , it ’ s hugely important .
Ultimately , like other benefits it adds to employee engagement as well . For an employee to be engaged , they have to feel involved in the organisation and actively want to work for their company . They want to know that the company are empathetic to their needs and is supportive of their endeavours , both public and personal . This all helps drive motivation and engagement .
How is Genesys providing insurance customers with convenience and transparency ?
It ' s all about personalisation and making the customer ’ s journey easier – especially in the healthcare industry due to the number of stakeholders involved ( the patient , the health system provider , the pharmacy etc .) As such , it ’ s quite easy for customers to have a disjointed experience .
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