“We’ve seen more progress in this technology in the last 30 months than we saw in the last 30 years. Ultimately vocal computing is replacing the traditional graphical user interface.” -Shawn DuBravac

Interface design enables humans to experience and interact with technology. Interestingly, Voice User Interface (VUI), is the ability to speak to devices and its capability, in turn, to understand and act upon users’ commands.

Voice user interface: the next-gen of UX

Augmenting human intelligence is a lot more daunting than it looks. The difficulty of mimicking human cognition with software is showing Artificial Intelligence researchers that there’s more than one way to be “intelligent”. The rise of voice can be mainly credited to the evolution of AI and cloud computing capabilities. With machine learning and natural language processing, technology now has the ability to interpret human speech more accurately and in real-time, while also taking note of individual users’ speech tendencies.

This sans-hands method of interaction is rapidly gaining traction. With an approach that is more convenient and human-like, VUI is becoming the next generation of human-computer interaction. From asking Siri to book your appointment with the doc next Monday to asking Alexa to play your favourite show on Amazon Prime; the act of using voice commands has become increasingly natural for users.

At the Google I/O 2018 event, CEO Sundar Pichai demoed Google Duplex: A.I. Assistant calling a local business to make an appointment. The eerily lifelike phone call triggered a wave of intrigue and laughter in the 7,000-strong audience.

Designing a Voice User Interface

Accurate natural language processing has until now existed only in the realm of science fiction. Voice represents the new pinnacle of intuitive interfaces that democratize the use of technology. However tech is still in its nascent stages and not the ultimate incarnation of the medium, but yet it’s currently a strong favourite.

For web and application designers, voice interaction, perhaps, is the biggest UX challenge since the dawn of the touchscreen age. Every voice recognition platform has a unique set of technological constraints. It is essential that you embrace these constraints when architecting a voice interaction UX.

The basic voice UX flow

Speech is the next UX the basic UX flow.

UX was always designed to make interactions as similar to the real world as can be and voice has the potential to make that a reality. UX designers must make sure they’re asking the right questions to elicit the appropriate verbal responses from users. Gender, age, inflexion, tone, accent, cadence and pace are all elements that can be used by UX designers seeking to craft a particular customer experience with their brand.

Below is the sample flow demonstrating the process of speech recognition

A more viable approach could be to prioritize and summarize the information based on known user preferences, prior to delivering an answer – in other words, doing what a normal person would naturally do in a conversation

More complex queries, at times, fall further off the cliff. Risking unpleasant interactions is something brands can rarely afford. Keeping this in mind, error messages could be crafted in a way that’s not only less annoying but also gets users back on track while presenting additional options.

Can we expect a ‘humane’ VUI?

In this age of expected instant gratification, it’s hard to imagine an average user patiently listening to their AI assistant as it narrates a laundry list of all continental restaurants one by one. We want our voice interactions to be as immediate as human alternatives.

VUI’s are extremely complex, multifaceted, and often hybrid amalgams of interaction. Voice interaction may not have garnered the same fanfare just yet. However, for the time being, the creation of a multi-model interface can ignite the furnace for an all-voice controlled interface.

Will VUIs eventually become our primary means of interaction?

Let us know your views by commenting.

Fun fact

Celebrities are likely to find a brand new income stream from licensing not just their voices, but entire personalities as AI assistants. Sounds ridiculous? It does, but you can already pay about $10 to make your TomTom GPS nav unit speak like Snoop Dogg. Go for it!

NPS in Insurance Claims: What Insurance Leaders Are Doing Differently

By : Divyanjali Gupta

Published on Jul 24, 2025

Customer Experience CX Insurance NPI In Insurance

Claims are the moment of truth. Are you turning them into moments of loyalty?

In insurance, your app interface might win you downloads. Your pricing might drive conversions.
But it’s the claims experience that decides whether a customer stays—or leaves for good.

According to a survey by NPS Prism, promoters are 2.3 times more likely to renew their insurance policies than passives or detractors—highlighting the strong link between customer advocacy and retention.

NPS in insurance industry is a strong predictor of customer retention. Many insurers are now prioritizing NPS to improve their claims experience.

So, what are today’s high-NPS insurers doing differently? Spoiler: it’s not just about faster payouts.

We’ve worked with claims teams that had best-in-class automation—but still had low NPS. Why? Because the process felt like a black box.
Customers didn’t know where their claim stood. They weren’t sure what to do next. And when money was at stake, silence created anxiety and dissatisfaction.

Great customer experience (CX) in claims isn’t just about speed—it’s about giving customers a sense of control through clear communication and clarity.

The Traditional Claims Journey

Forms → Uploads → Phone calls → Waiting
No real-time updates
No guidance after claim initiation
Paper documents and email ping-pong

The result? Frustrated customers and overwhelmed call centers.

The CX Gap: It’s Not Just Speed—It’s Transparency

Customers don’t always expect instant decisions. What they want:

To know what’s happening with their claim
To understand what’s expected of them
To feel heard and supported during the process

How NPS Leaders Are Winning Loyalty with CX-Driven Claims and High NPS

1. Real-Time Status Updates

Transparency to the customer via mobile app, email, or WhatsApp—keeping them in the loop with clear milestones.

2. Proactive Nudges

Auto-reminders, such as “upload your medical bill” or “submit police report,” help close matters much faster and avoid back-and-forth.

3. AI-Powered Document Uploads

Single-click scans with OCR + AI pull data instantly—no typing, no errors.

4. In-the-Moment Feedback Loops

Simple post-resolution surveys collect sentiment and alert on issues in real time.

For e.g., Lemonade uses emotional AI to detect customer sentiment during the claims process, enabling empathetic responses that boost satisfaction and trust.

Smart Nudges from Real-Time Journey Tracking

For a leading insurance firm, we mapped the entire in-app user journey—from buying or renewing a policy to initiating a claim or checking discounts. This helped identify exactly where users dropped off. Based on real-time activity, we triggered personalized notifications and offers—driving better engagement and claim completion rates.

Tech Enablement

Claims Orchestration Layer: Incorporates legacy systems, third-party tools, and front-end apps for a unified experience.

AI & ML Models: For document validation, fraud detection, and claim routing, sentiment analysis is used. Businesses utilizing emotional AI report a 25% increase in customer satisfaction and a 30% decrease in complaints, resulting in more personalized and empathetic interactions.

Self-Service Portals: Customers can check their status, update documents, and track payouts—all without making a phone call.

Business Impact

What do insurers gain from investing in CX?

A faster claim is good. But a fair, clear, and human one wins loyalty.

And companies that consistently track and act on CX metrics are better positioned to retain customers and build long-term loyalty.

At Mantra Labs, we help insurers build end-to-end, tech-enabled claims journeys that delight customers and drive operational efficiency.
From intelligent document processing to AI-led nudges, we design for empathy at scale.

Want a faster and more transparent claims experience?

Let’s design it together.
Talk to our insurance transformation team today.

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Speech is the next UX

Voice user interface: the next-gen of UX