Staysure adopts NiCE AI platform to boost digital travel insurance
Staysure has selected the CXone Mpower platform from NiCE to enhance its customer experience across Europe.
The move comes as Staysure seeks to reinforce its position in the European travel insurance market by investing in intelligent, digital-first service platforms. The company aims to deliver seamless, personalised, and reliable digital travel insurance experiences to meet rising expectations among modern travellers.
Platform integration
Through a competitive tender process, Staysure chose NiCE's CXone Mpower for its potential to accelerate digital transformation and provide a comprehensive, AI-powered customer experience. The platform integrates multiple digital channels, including WhatsApp, SMS, and chat, in addition to traditional voice services, allowing Staysure to offer an omnichannel experience that bridges online and offline interactions with customers.
CXone Mpower includes Copilot and Expert features, providing real-time, AI-driven support to Staysure's human service teams. Copilot delivers context-sensitive guidance during customer interactions, while the Expert module uses a centralised organisational knowledge base. According to the companies, this unified approach is intended to help agents manage diverse travel insurance policies, navigate healthcare nuances, and respond to individual customer needs more effectively.
Staysure expects the deployment to shorten agent training duration, improve onboarding processes, and maintain consistently high service quality, benefiting from AI and automation functionalities.
Executive perspectives
"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."
This statement was made by Alistair Hadfield, Chief Operating Officer at Staysure.
Darren Rushworth, President of NiCE International, also commented on the development:
"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 travelers 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."
Quality management enhancements
To further improve service quality, Staysure is deploying NiCE's automation tools for quality management and sentiment analysis. By automatically reviewing all customer interactions, Staysure will be able to collect data on customer sentiment, reasons for contacting, and overall service performance. The company says these insights will enable it to streamline compliance processes and improve complaints handling across its European operations.
Staysure's adoption of NiCE's CXone Mpower represents a commitment to digital transformation and reflects broader trends in the insurance industry, where companies seek advanced technology to elevate both customer engagement and operational efficiency.