Kin Streamlines Insurance for Homeowners
Kin Insurance is a digital-first home insurer built for the modern homeowner. By pairing a streamlined online experience with data-driven underwriting and strong carrier partnerships, Kin makes it easy for customers to quote, bind, and manage policies quickly and transparently.
"At Kin, we focus on how we can leverage each technology to its fullest potential to enhance the customer experience. Regal stood out because we found that it shared the same commitment."
Kin’s AI agent kept customer satisfaction exceptionally high while reducing wait times and handle times, enabling their team to deliver faster service and consistently delightful experiences.
All video clips and excerpts below are from the Customer Spotlight webinar, featuring Austin Ewell, Senior Analyst at Kin Insurance.
Austin shares: "Before using Regal, we relied historically on human representatives for all of our customer interactions and communications. We did that over several different channels [including] Webchat, SMS, and Email. We do the bulk of our volume through phone channels, so calling in [and] calling out, but historically [via] all human representatives.
We face two primary challenges that are somewhat interconnected, the first being workforce management. That's a huge umbrella term. There's so much that falls under that: schedule management for all of your representatives, schedule changes, process management, determining appropriate occupancy levels, utilization levels. Change management's a huge one, and that's not necessarily unique to call center environments. That's something that applies to everybody in all of their lives. It's just another challenge that our workforce management team has to face. And as our business scales and as our customer base scales, that challenge scales as well.
The big challenge is how do we ensure across all of our customer interactions a consistent level of quality? And how do we ensure that our standards are being met, and that we are accurately presenting information to all of our customers?"
Austin shares: "AI is a rapidly developing technology. It requires substantial investment in both time and resources to maintain this leading edge on it and use it effectively. While Kin or any org could undertake that commitment, an external solution just allows us and offers us greater flexibility to leverage [Regal’s] specialized professionals who are already dedicated to mastering this technology and enables our team to remain laser focused on our number one priority, which is our customers at the end of the day. As we evaluated AI solutions, we really wanted to keep our commitment to our customer experience at the forefront of our minds and we thought that using a third party tool would allow us to get to that faster and more immediately, which is really important to us.
Kin is a really technology-focused insurance company. We really focus on how we can leverage that technology to its fullest potential to enhance the customer experience. Regal stood out because we found that [it] shared that same commitment that we did. From the start, Regal has been excellent at collaborating with us, demonstrating new product features, and helping us get a deep understanding of exactly how this technology and product works, which empowers us to achieve our objectives for the year. We really wanted a collaborative partner when we were evaluating the options. We didn't want a black box vendor who would prioritize their own mission and their own goals over ours, and not really educate us along the way, which Regal has really excelled at."
All video clips and excerpts below are from the Customer Spotlight webinar, featuring Austin Ewell, Senior Analyst at Kin Insurance.
Austin shares: "Before using Regal, we relied historically on human representatives for all of our customer interactions and communications. We did that over several different channels [including] Webchat, SMS, and Email. We do the bulk of our volume through phone channels, so calling in [and] calling out, but historically [via] all human representatives.
We face two primary challenges that are somewhat interconnected, the first being workforce management. That's a huge umbrella term. There's so much that falls under that: schedule management for all of your representatives, schedule changes, process management, determining appropriate occupancy levels, utilization levels. Change management's a huge one, and that's not necessarily unique to call center environments. That's something that applies to everybody in all of their lives. It's just another challenge that our workforce management team has to face. And as our business scales and as our customer base scales, that challenge scales as well.
The big challenge is how do we ensure across all of our customer interactions a consistent level of quality? And how do we ensure that our standards are being met, and that we are accurately presenting information to all of our customers?"
Austin shares: "AI is a rapidly developing technology. It requires substantial investment in both time and resources to maintain this leading edge on it and use it effectively. While Kin or any org could undertake that commitment, an external solution just allows us and offers us greater flexibility to leverage [Regal’s] specialized professionals who are already dedicated to mastering this technology and enables our team to remain laser focused on our number one priority, which is our customers at the end of the day. As we evaluated AI solutions, we really wanted to keep our commitment to our customer experience at the forefront of our minds and we thought that using a third party tool would allow us to get to that faster and more immediately, which is really important to us.
Kin is a really technology-focused insurance company. We really focus on how we can leverage that technology to its fullest potential to enhance the customer experience. Regal stood out because we found that [it] shared that same commitment that we did. From the start, Regal has been excellent at collaborating with us, demonstrating new product features, and helping us get a deep understanding of exactly how this technology and product works, which empowers us to achieve our objectives for the year. We really wanted a collaborative partner when we were evaluating the options. We didn't want a black box vendor who would prioritize their own mission and their own goals over ours, and not really educate us along the way, which Regal has really excelled at."
Austin shares: "Our adoption of AI agents has a really careful and strategic approach. You can really break it down into a few core steps. There's the brainstorming phase–conceptualizing the business use cases that you want to explore. For us, that was: How does it handle qualification? How does it handle call routing [of] transferring to licensed sales agents or licensed customer service agents? Then we roll into this build phase where we're actually hands-on in the tool building the workflow that's needed to accomplish the goal. Then we transition to the internal testing phase where we're engaging and role-playing with the agent, pretending like we're in the scenario that it would be handling, throwing curve balls at it, going down the happy path with it, [and] really looking for ways that we can improve it before we actually deploy it. The last step is deployment: How do we put this in actual hands and get it interacting with our customers?
Regal support has been really stellar throughout the entire process. At the beginning of our partnership, they were really hands-on in helping us think through our use cases and coming up with the gameplan for how an AI agent could solve our need. Then, they were really hands-on with testing the agent, placing calls themselves, [and] interacting with the agent, collaborating with us for feedback, sharing what they thought could be better [and] what they thought could be changed or tweaked. Throughout the deployment process, they were there monitoring agent performance with us, reviewing live interactions and doing the same type of feedback loop that we were. That ranged from account managers at Regal to technical account managers to AI engineers. Even more excitingly, the executive suite at Regal was very hands-on with us throughout the entire process. We had the COO [and] CTO with us on calls, making recommendations, providing information for us. It was just really exciting to have everybody on the Regal side be as committed to our efforts as we were, and it led to really fast and positive results."
Austin shares: "In good outcomes, we've seen the customer satisfaction and the customer sentiment remain exceptionally high throughout the whole process. On 95% of these calls, it [goes] exceptionally well. On the small 5% where they're acknowledging they're engaging with an AI, it's not even negative. Most times, we find that when [customers] acknowledge it's an AI, they're more often continuing the conversation. It's just a simple question that they want the answer to. We've seen our wait times get reduced. We've seen our handle times get reduced, which is really positive."
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