Aegon deploys InfiniteWatch to analyze customer interactions

Aegon has deployed InfiniteWatch AI Insights to analyze customer interactions and identify technical problems affecting the customer experience.

The platform processes website sessions, calls and other interactions to detect errors and points of friction, then creates prioritized tickets with recordings, context and proposed solutions.

During its first week in production on Aegon’s website, InfiniteWatch analyzed more than 3,000 interactions and turned three previously unexplained issues into actionable tickets. One involved a registration form that failed to record a customer’s province selection, leaving the “Next” button inactive.

Aegon plans to expand the technology to additional processes and channels, including voice.

“Our dashboards always told us where the drop-off points or friction points were, but we never knew if it was due to a lack of interest or because they had encountered a problem we were unaware of. With InfiniteWatch, in the first week, those incidents became three concrete tickets, with evidence and proposed solutions.” – Beatriz Lázaro, Head of Growth at Aegon.