Turning AI into ROI: Elevating the Policyholder Experience by Combining AI and Empathy in Covenir’s Call Center

In a world where policyholder expectations are rising and budgets are tightening, insurers are under pressure to deliver empathetic, efficient, and scalable support — often all at once. At Covenir, we set out to answer a big question: Can artificial intelligence help fill those gaps while also making policyholder experiences better?

This session takes you behind the scenes of how Covenir applied a “WOW Test” framework to ensure every AI implementation strengthens policyholder care. You’ll see how real insurers are using Covenir’s AI-human hybrid workflows to speed up first notice of loss and claims intake, improve quality and compliance, and reduce costs without losing the personal touch that builds trust.