Next Best Action in Insurance: Your 2025 AI Guide

Next best action is the idea of choosing the smartest, most helpful step to take next in any situation, especially when dealing with customers. It is about figuring out what to do next, rather than guessing or sticking to rigid rules.

In insurance, next best action means using data and insights to guide what an agent or system should do at any point, like recommending a policy update, offering a renewal, or helping with a claim.

This approach fits into the bigger picture by making customer experiences better and more personalized, reducing wasted effort, and increasing trust. Instead of treating everyone the same, insurers can respond to what customers really need, organically improving satisfaction and outcomes.

For example, if a customer calls about a recent claim, the next best action might be to check claim status, suggest additional coverage related to their situation, or schedule a follow-up call. This decision happens in real time based on rules, customer history, and sometimes AI predictions.

Diving deeper, next best action uses technology like AI and analytics to handle large amounts of data quickly. It looks at patterns, such as when customers usually buy extra insurance or when claims often need extra support. Then it ranks possible actions by which will most likely help the customer or improve business results.

To understand it better, here are simple things next best action relies on:

• Customer data, including past interactions and preferences

• Business goals like retention or sales

• Real-time context, such as current conversations or market conditions

Next best action becomes seamless with Strada by turning AI-driven call insights into instant, automated follow-up across your insurance workflows. This means while Strada talks to the customer, its AI listens and helps execute the next best step, removing guesswork and making workflows smoother.

Here is a quick list of benefits from using next best action in insurance:

1. More personalized customer service

2. Higher chances of successful interactions

3. Better resource use and reduced manual effort

4. Stronger customer loyalty over time