Plymouth Rock partners with NWN

Plymouth Rock is partnering with NWN Carousel to bring voice analytics and generative AI into its contact center operations.

The insurer will use AI to automate summaries of customer calls, improve first-call resolution, and reduce 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. By reviewing the voice data to better understand the factors driving customer sentiment, we will significantly improve both customer service and the employee experience. Furthermore, we will provide automated summaries of customer interactions that will streamline information sharing across our organization and equip our independent agent network with more timely and actionable insights.” – Howard Goldberg, vice president of customer service at Plymouth Rock.