GrowthDigital & CX
New
Channel preference prediction
Predict whether a shopper converts best online, in chat or on the phone.
Call
Most calls start with a digital session that stalled, failed or got flagged. ForMotiv gives reps that context the moment the call connects, predicts who should be talking to a rep at all, and steers routine servicing back to digital and chat.
Before the callpredict channel preference
During the callreal-time context for reps
After the calldeflect routine servicing
The rep sees the blocked online attempt before saying hello.
Why the call channel is different
Phone time is your most expensive channel and your highest-converting one. ForMotiv helps you spend it on the right conversations.
Predict channel preference and send high-intent shoppers to a licensed rep while intent is high.
Spot policyholders likely to call for servicing help and steer them to a guided fix or chat first.
Show what the caller just did, changed or failed online, so the rep starts informed.
ForMotiv reads each shopper’s behavior and predicts where they’ll convert best.
Policyholders often call after a self-service step fails. ForMotiv spots the struggle and offers a guided fix or chat before the phone rings.
The call journey
Decide who should be talking to a rep at all, and get them there while intent is high.
Predict whether a shopper converts best online, in chat or on the phone.
Send the shoppers most likely to buy with help to the call center first.
Steer policyholders likely to call for servicing help toward digital or chat.
Deep dive →Give the rep what the caller just did online, and catch the changes the website already blocked.
The rep sees what the caller just did online before saying hello.
Deep dive →Catch a caller asking to change what the website just blocked.
Spot high-risk behavior after login, before payout details change.
Rating answers differ between the online quote and the call.
Keep routine servicing digital, and fix the steps that send people to the phone.
See where self-service stalls and pushes people to the phone.
Bring online behavior into claims reported by phone.
Give the adjuster the policyholder’s online behavior on a phone-reported claim.
Deep dive →Read how a claim is reported, not just what it says.
Stream the behavioral features behind these use cases into your own underwriting rules and models through a real-time API or batch files.
Across channels
Enterprise Intent links each session to what happens next in other channels, so behavior follows the customer.
Direct digitalQuote, buy and self-service on your website and app, with no one assisting.Direct digital →Agents & brokersBenchmark every agent and agency, and catch agent risk and fraud as business is written.Agent channel →Chat: live & agenticQuote, service and claims conversations, read turn by turn.Chat Solution →
Behavioral intelligence across every product, transaction and touchpoint.
FAQ
How does ForMotiv help insurance call centers?
ForMotiv gives reps context on what a customer did online before they called, predicts which customers prefer to talk to a person, and helps deflect calls that digital self-service can handle.
What is channel preference prediction?
Channel preference prediction uses behavior in a digital session to identify shoppers who are likely to convert better with a licensed rep, so they can be offered a callback or click-to-call at the right moment.
What context does a rep get?
Reps can see where the customer stalled, what they changed and which signals fired in the digital session, so the call starts where the customer left off instead of from scratch.
Can ForMotiv reduce call volume?
Yes. By spotting customers who are struggling with a step that self-service can fix, carriers can help them in the moment and avoid calls that did not need to happen.
Does call center behavior join the customer's record?
Yes. Activity around the call joins the same behavioral record as direct digital, agent and chat sessions.
Bring one journey and one goal. We’ll show you the behavioral signals behind it, the decisions they can drive, and how ForMotiv fits into your stack.
Leakage, fraud, conversion or agent oversight, on the line and channel you care about most.
A walkthrough of the signals, features and scores for journeys like yours.
Where the tag goes, what the API returns and which systems act on it.