UK-based travel insurer Staysure has chosen NiCE’s AI-driven platform, CXone Mpower, to deliver digital travel insurance experiences.  

Selected through a tender process, CXone Mpower showed its potential to expedite digital transformation and provide AI-powered customer experiences. 

The CXone Mpower platform allows Staysure to integrate digital communication channels, including WhatsApp, SMS, and chat, with traditional voice interactions.  

With the implementation of CXone Mpower’s Copilot and Expert features, Staysure aims to provide “real-time”, AI-driven support to its customer service team.  

This will assist agents in dealing with the “complexities” of travel insurance policies and customer requirements, with the company anticipating to streamline agent training processes and shorten onboarding times. 

Staysure COO Alistair Hadfield said: “In today’s digital-first world, NiCE’s CXone Mpower platform provides the flexibility and scalability essential for fuelling our growth, while cultivating a culture of continuous improvement.  

“Its advanced AI ensures we’re not just meeting today’s digital demands but are also prepared for the evolving needs of the travelers of tomorrow by providing true end-to-end automation.” 

NiCE International president Darren Rushworth stated: “CXone Mpower positions Staysure to scale efficiently and seize emerging opportunities within the European travel insurance market.”   

“By adopting NiCE’s AI platform for its customer service operations, Staysure is not only meeting the evolving demands of travellers today but can set new standards for service excellence in the future, leveraging cutting-edge capabilities. We also extend our gratitude to our partners at SVL, whose collaboration and expertise supported Staysure in progressing through the ambitious process.” 

Additionally, Staysure is employing NiCE’s AI-powered tools for Quality Management and sentiment analysis to get insights into customer sentiment, service performance and call drivers.