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In insurance , customer experience is only as strong as your claims, assistance, and compliance operations.

Smile.CX is a plug-in CX platform that gives insurers real-time control over every service-critical decision with human-led automation, live escalation logic, and full visibility into every interaction that affects trust and risk.
See how Smile.CX fits
enterprise operations
Why CX
fails in insurance
What
Smile.CX solves
Live in
the system
Real
use case
Proven impact across 4.500 clients
6 sec
Reduced average waiting time
-52%
Halved human management
+23%
Increased Productivity
Read our customer stories
What slows CX in insurance today
Policy-bound interactions are processed in isolation
Claims, assistance, and support are handled as separate workflows, each with their own rules, systems, and priorities. Coordinating them without misalignment remains a persistent cost and compliance risk.
Agent-led service decisions impact regulatory exposure

Branch, contact centre, and partner network agents make customer-facing decisions that affect eligibility, liability, and recovery. Most of these actions are not recorded, structured, or audited.
Claims acceleration increases volume, not control
Faster digital claims intake has increased volume, but triage, escalation, and fraud detection remain uneven across regions and partners. Without orchestration, speed creates new fragmentation.
Underwriting, claims, and CX report to different functions
Customer sentiment, SLA violations, and compliance breaches are recorded separately, often with no shared visibility across systems or leadership. Root cause is only visible in hindsight.
Where Smile.CX helps
Smile.CX is a plug-in decision layer for customer operations. From policy ops to roadside assistance, insurance workflows stretch across systems, silos, and service partners.
  1. Orchestrates claim-assist-compliance logic
    Without needing to rebuild backend infrastructure . No more misaligned service paths across regions or partners. Every handoff follows the same logic.
  2. Responds to CX risks in real time
    Backlog spike in claims? NPS drop after escalation? Smile.CX triggers action before targets are missed.
  3. Keeps critical decisions human-led and auditable
    No opaque AI. Smile.CX tracks every action taken and keeps humans in control when risk is high.
  4. Respects legacy while delivering change
    Integrates with your policy system, not against it. Deploys in weeks, not transformation cycles.
  5. Learns how your ops actually work. Then evolves
    You don’t need to map your operations to a rigid template. Smile.CX adapts as your flows evolve.
  6. Supports concurrent case handling with full context memory
    Agents can manage multiple flows at once, rejoining AI-handled interactions with instant copilot summaries and no loss of continuity.
Built to move metrics
that matter
Where
performance lifts
  • NPS
  • CLV
  • First-contact resolution
Where
friction drops
  • Cost-to-serve
  • Churn
See solution in action See enterprise results
The Solution and Benefits
Policyholders in distress—after an accident or loss—get timely, context-aware responses that prioritize severity over queue order.
Answers that match urgency
From first notification of loss to payout, insurance customers experience one connected flow, even when partners or systems are involved.
One journey, not fragmented steps
Complex or sensitive claims aren’t handed to bots. Smile.CX flags high-risk moments and brings human support forward, informed and ready.
Service that stays human when stakes are high
Policy status changes, document needs, and next steps are shared proactively. Customers don’t have to chase answers or wonder what's happening.
Updates without asking
Whether via app, hotline, or agent, customers hear the same reasoning and see the same rules applied. No contradictions, no confusion.
Logic that stays consistent everywhere
Insurance
Improving insurance call center efficiency using AI under human supervision
Curious how this could transform your insurance operations?
See success story Explore more
-52%
Halved human management time thanks to AI.
+23%
Increased productivity by delegating parts of the process to AI.
+9%
by introducing AI, even in the sensitive context of roadside assistance.
+20%
Increased calls handled without increasing dedicated resources.
+15%
With 36% fewer FTEs, service level improved by 15%.
Behind every smile,
there’s a great experience
We help you build the ones that matter.
Ask for a customized demo
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