Reinventing Engagement: Application of Cloud Tech to Transform Customer Experience

Abstract

King Price Insurance, a South African short-term insurer known for its quirky brand and decreasing car insurance premiums, has embarked on a transformative digital journey to reimagine customer experience (CX) across all touchpoints. By shifting from an on-premises system to Genesys Cloud, the company introduced a true omni-channel communication strategy—integrating WhatsApp, chatbots, and a self-service portal with smart backend automation. This empowered King Price to triage client interactions, streamline agent workflows, and boost self-service capabilities without compromising quality. AI-driven tools such as SmartIVR, claims progress tracking, and reusable digital bot flows enable faster resolutions, tailored support, and proactive client routing. Since its implementation, WhatsApp usage has increased by 250%, with 70% of queries now being resolved without requiring agent intervention. Average handling time has halved, while support overheads have dropped by 70%, and infrastructure costs have fallen by 48%. This presentation will explore how leveraging cloud infrastructure, custom plug-ins, and conversational AI transformed a traditional call centre into a smart, scalable, multi-channel engagement hub—delivering measurable CX gains and operational efficiency. It highlights key phases, practical challenges, and the strategic mindset that continues to drive continuous improvement at King Price.