Digital Coach supports continuous quality improvements in agency channel

Aimed initially at the agency channel, Digital Coach has been designed to meet the growing need and demand for advanced training. This unique Generative AI-driven tool is designed to equip agents with the skills and confidence needed to interact with customers and bring the customer experience to new heights.

Digital Coach provides agents with an opportunity to practice challenging customer scenarios, helping them to gain the confidence they need when facing real customers. Using Gen AI, the experience feels real. Agents also benefit from fully personalised feedback on their performance and how it could be improved. Digital Coach will be rolled out across all our markets in 2024 after an initial phase of testing and expanded piloting.

The more proficient the agent, the greater propensity for sales and increased customer satisfaction over time. While the Digital Coach does not completely replace more traditional training, it most definitely reduces the reliance and the associated cost of travel. And of course, the tool is available simultaneously across all markets allowing for a consistent approach. 

The productivity levels of agents working for Ageas and its entities are increasing year on year. In 2023, we saw a remarkable 150% increase in the number of agents qualifying as members of MDRT (Million Dollar Roundtable) – an institution that recognises the most successful agents in the world. Digital Coach allows us to nurture a culture of continuous learning. It also provides a crucial point of differentiation in attracting and retaining top talent at Ageas, in line with our commitment to being a Great place to Grow.