Safelite AutoGlass wins Insurance Nexus AI Pioneer Award


CHICAGO – Safelite AutoGlass®, the largest provider of vehicle glass repair and replacement services in the U.S., won an Insurance Nexus AI Pioneer Award for Customer Experience Application. The AI Pioneer Awards recognize leaders and innovators in artificial intelligence (AI), as well as insurance-related companies that take advantage of AI and machine learning to drive business impact.

Safelite won for its development of Safelite Alexa Skill, which allows customers to get help from Safelite for broken windshields simply by asking Amazon Alexa. Safelite also won for its work with “Watch Us On Our Way,” a link texted to the customer after they’ve scheduled service. Similar to Uber or Lyft, the link shows the exact location of a technician en route to the customer’s location.

Insurance Nexus sought nominations from the insurance industry for the best business case for customer experience over the last 12 months, then awards were determined by online vote. After being nominated for this achievement, Safelite received 48.5% of the votes out of 3,000 cast.

“We continue to have a strong focus on innovation, especially AI, because our customers are increasingly using it through 'smart speakers' or 'smart assistants' like Alexa. As a Customer-Driven company, anticipating how and where our customers will request service is just one more way we're transforming customer service through technology," said Renee Cacchillo, senior vice president customer, brand and technology. "We're pleased to be able to use these new tools to help communicate with our customers the way they want us to, while making their experience as smooth and seamless as possible," she added.

About Insurance Nexus

Insurance Nexus is part of FC Business Intelligence Ltd. FC Business Intelligence Ltd is a registered company in England and Wales. Insurance Nexus is the central hub for insurance executives. Through in-depth industry analysis, targeted research, niche events and quality content, we provide the industry with a platform to network, discuss, learn and shape the future of the insurance industry.

About Safelite AutoGlass®

With more than 7,800 MobileGlassShops™ and stores in all 50 states, Safelite AutoGlass® is the nation’s largest provider of vehicle glass repair, replacement, and calibration services in the U.S. Last year 6 million customers chose Safelite AutoGlass for its 24/7 national contact centers, advanced online scheduling, superior repair and replacement systems, and the industry’s in only nationwide lifetime guarantee.

Safelite AutoGlass is a member of the Safelite® Group family of brands, which together, make a difference in the lives of 10 million customers annually. This leading service organization, founded in 1947, is reaching record-growth thanks to its People Powered, Customer Driven strategy. The Columbus, Ohio-based company employs nearly 14,000 people across the United States.

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