GenAI: The Future of Customer Engagement

Revolution in the Financial and Insurance World

GenAI revolutionizes customer communication and offers enormous potential in the banking and insurance sectors. Capco recognized this potential early on and uses GenAI to increase efficiency and effectiveness. Together with BSI, a leading software provider from CRM to CX, customer projects are implemented with advanced GenAI technology within the BSI Customer Suite.

Before GenAI, communication with customers was often time-consuming and lacked personalization, dominated by standardized responses and manual processes. GenAI has radically changed this landscape. BSI helps banks and insurance companies transform customer contact with solutions based on GenAI, automate routine tasks, and enable personalized customer interactions. The result: cost reduction, increased customer retention, and enhanced satisfaction

GenAI Use Cases – Rethinking Customer Engagement

The advanced capabilities of GenAI open up innovative ways for banks and insurance companies to enhance customer interactions. Capco has identified four particularly relevant use cases:

• Intelligent Customer Consultation: By integrating the BSI Companion, an AI assistant within the BSI Customer Suite, customer consultation becomes even easier and smarter. The BSI Companion supports users by providing response suggestions and summaries, thus handling routine tasks with a click. The use of this virtual assistant improves the quality and efficiency of consultations.
• Proactive Customer Engagement: GenAI identifies customer behavior patterns and needs at an early stage, enabling proactive outreach with tailored offers before the customer actively inquires. This next-best-action strategy maximizes the relevance and effectiveness of customer engagement.
• Automated Case Processing: Customer requests such as claims or credit checks are automatically processed by GenAI, reducing processing times and increasing the efficiency of service departments.
• Sentiment Analysis: GenAI analyzes customer feedback and interactions to capture customer sentiment and satisfaction. These insights allow for early problem detection and targeted responses to customer needs, improving customer satisfaction and loyalty.

Capco possesses outstanding expertise in the financial services industry and specializes in the use of GenAI technologies. Together with our strategic partner BSI, we develop customized solutions with the BSI Customer Suite that create real value for our clients."

Future-Proof – Your Path to Digital Leadership

The GenAI use cases hint at the opportunities that banks and insurance companies have to optimize their business processes and automate tasks. In the face of growing competition and increasing customer expectations, banks and insurance companies should actively seek use cases that can be optimized or enabled through the use of GenAI. Capco is your partner in identifying and implementing strategically relevant use cases. We are confident that our collaboration with BSI will maximize the value for your company. Our proven consulting practice ensures that GenAI solutions are not only efficiently implemented but also deliver significant advantages and real value in practice.