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.
