• Skip to main content
  • Skip to primary sidebar
  • Skip to footer
  • Contact Us

Agency Checklists

Massachusetts Insurance News & Job Opportunities

You are here: Home / Insurance News | Massachusetts / Insurers | News / Plymouth Rock to Employ AI For Better Customer and Agent Experience

Plymouth Rock to Employ AI For Better Customer and Agent Experience

March 18, 2025 by AC Editor


Will Leverage Voice Analytics and Gen AI to Boost Operational Efficiencies While Improving Customer and Employee Experience

Plymouth Rock Assurance has partnered with NWN to integrate artificial intelligence-powered voice analytics into its customer service operations, aiming to enhance customer interactions and streamline communications for independent insurance agents.

The home and auto insurer, which writes more than $2.3 billion in premiums across New England, will implement generative AI and automated voice analytics to extract deeper insights from customer interactions. The technology is expected to improve first-call resolution, enhance customer satisfaction, and optimize operational costs.

“Over time, this voice analytics initiative will provide deeper insights into customer satisfaction and improve first call resolution while reducing overall operational costs,” said Howard Goldberg, vice president of customer service at Plymouth Rock. “By reviewing the voice data to better understand the factors driving customer sentiment, we will significantly improve both customer service and the employee experience.”

Goldberg noted that AI-powered automation will also generate summaries of customer interactions, allowing Plymouth Rock’s independent agent network to access more timely and actionable insights.

Driving Innovation in Insurance Customer Service

Plymouth Rock’s investment in AI and automation comes as the home and auto insurance market—valued at over $700 billion, according to market research firm Brainy Insights—faces growing demand for more efficient service and digital-first customer interactions.

Jim Sullivan, President and CEO of NWN, said the collaboration underscores how automation and AI are reshaping customer engagement strategies across the insurance industry.

“Our collaboration with Plymouth Rock will drive new innovation across customer experience and agent communications in the insurance industry,” Sullivan said. “We are excited to see the ultimate results of this important voice analytics initiative as the new automation leads to greater cost savings, faster speed-to-market, and overall operational efficiencies.”

Plymouth Rock, headquartered in Boston, has built its reputation on offering service-focused and innovative insurance solutions. The insurer’s latest initiative reflects a broader industry trend toward leveraging AI-driven insights to refine customer engagement strategies.

Sullivan emphasized NWN’s role in enabling insurers to maximize AI’s potential:

“We are honored to collaborate with a customer service leader and a fellow Boston-based organization at a time when automation and AI are emerging as key industry game-changers,” he said.

NWN specializes in AI-powered managed services that enhance customer engagement and operational efficiency.

Primary Sidebar

New Episode

MA Insurance Lawyers

SPONSORED

MA DOI Advertisements

Career News

McDonnell Named President of Vermont Mutual Insurance Group

Mark J. McDonnell Elected Chair of the Board of Directors of Vermont Mutual

Coverys Appoints Saadia Khilji as Global Chief Information Officer

Liberty Mutual Insurance Appoints Monica Caldas to Executive Vice President and Chief Information Officer

MIT Sloan CIO Symposium Announces Winner of the 2025 CIO Leadership Award

HUB Names Melissa Salois-Blood as New Controller and Jennifer Santiago as Group Benefits Account Manager

HUB Names Melissa Salois-Blood as New Controller and Jennifer Santiago as Group Benefits Account Manager

View More Career News

In Memoriam

In Memoriam: John J. Doyle Jr., 1942-2025

In Memoriam: Joseph Lombard, 98, Founder of Corinthian Insurance In Medway

In Memoriam: Michael Ray Christiansen, 1953-2025

Company News

Arbella Insurance Foundation Launches Annual “Let’s Drive Out Hunger” Program to Raise Funds for Hunger Relief Programs Across New England

Arbella Insurance Foundation Launches Annual “Let’s Drive Out Hunger” Program to Raise Funds for Hunger Relief Programs Across New England

Progressive Drives Small Business Forward with $1 Million in Commercial Vehicle Grants

Agency Checklists, MA Insurance News, Mass. Insurance News, MA Life Insurance Companies, Boston Mutual

Boston Mutual Life Insurance Company’s Making An Impact Program Celebrates Seven Years of Giving Back

New York Liberty and Liberty Mutual Insurance Announce Multiyear Partnership

Footer

Agency Checklists

Contact us

We offer a variety of ways to get help promote your company or product.

Announcements
Email Sponsorships
Partnerships
Custom Collaborations

*Affiliate Disclosure

Please note that any of Agency Checklists’ articles might contain one or more affiliate links. This means that any subsequent purchase resulting from these links may result in a commission for us, but at no additional cost to you. For example, as an Amazon Associate, Agency Checklists earns a commission from all qualifying purchases. By working with affiliates we can continue to keep Agency Checklists subscription free. Thank you for your support.

Explore Our Archives

Copyright © 2025 · Agency Checklists · All rights reserved.

 

Loading Comments...