ERGO Group AG - Insurer Innovation Award 2022

1. Immersive Learning for
Insurance Sales Force
Application for InsurTech Innovation Award 2022
2022/07/15

2. Summary
Immersive Learning for Insurance Sales Force | ERGO Innovation Lab 2
Boost the learning effect for sales agents with a virtual
reality soft-skill training
Our tied agents can simulate customer
conversations using several sales techniques
and meeting different customer personalities using
the Meta Oculus Quest 2 glasses.
This is an advanced soft skill learning experience
targeting younger tied agents to improve
sustainably their customer success – in addition,
this training is highly convenient as the training
starts whenever they are ready.
The Net Promoter Score after using this tool is
constantly high – 63 points.

3. The Problem
Immersive Learning for Insurance Sales Force | ERGO Innovation Lab 3
Limited on-site training for sales force possible during
Covid-19
Status quo
Classical learning methods for tied agents, such
as face-to-face teaching, role plays, learning from
the customer, show limitations in a world of social
distancing.
Challenges
 How do you stand out from the crowd
of online courses and online video conference
tool?
 How can we shape the education and training
of the future using state-of-the-art
technologies?
§ How can we maximize learning outcomes?

4. Immersive Learning for Insurance Sales Force | ERGO Innovation Lab 4
The Solution
A sales training module to simulate customer
consultations in a virtual environment
Tied agent in training
 Speech input via voice
 Training possible at any
time
 Hardware is the only
requirement
 Unlimited repetitions
possible
Virtual coach Virtual customers
 Gives feedback on the
user's answers
 Gives detailed
explanations of the
methods of insurance
sales
 Different types of customers to practice
appropriate conversation techniques
 Respond to the user's voice input and ask
follow-up questions
 The environment is adapted to reality, e.g.
a customer's living room

5. „If you tell me,
I will listen.
If you show me,
I will see.
But if you let me
experience,
I will learn.“
Lao Tse
Immersive Learning for Insurance Sales Force | ERGO Innovation Lab
Immersive Learning via Virtual Reality (VR) is innovative
technology proven to increase training performance
VR-Learners are 4 times less distracted than e-learners
and 76% increase in learning effectiveness.
Employees trained in VR require less time to learn
(4 times faster to complete training).
VR trained employees demonstrated 275% more
confidence to employ what they learned
Employees trained using VR have a 3.75 stronger
emotional connection to the content
Source: PwC 2021
The Solution

6. Immersive Learning for Insurance Sales Force | ERGO Innovation Lab 6
The Solution
Our VR and academy team created a new immersive
learning experience
Avartar
developement
Content
creation
Dialogue
flow creation
Actor voice
recording
Hardware
management
Traditional education and
training materials had to be
translated into a VR-friendly
format. In a simulated sales
conversation, the main
challenge is to convert
everything into a dialogue,
especially how
different customer
personalities are going to
react on certain sales
approaches.
We created five different
avatars with own
personalities, their visual
appearance, facial
expressions, and gestures.
Every word spoken, every
movement made, and every
facial expression has to be
perfectly aligned to have a
seamless experience.
The dialogue has been
designed in a flow-like way,
covering right and wrong
responses and respective
reactions of the customers
and sales coach. We
implement ongoing
feedback of the tied agent’s
performance and a final
scoring on the training
model.
To have the best
experience possible we
used real actors for voice-
overs. This helped to create
vivid characters with
personalities and different
tonalities.
The VR headsets are
distributed and centrally
managed. Every user was
supported in his/her
experience by a VR
onboarding process,
helping to get used to the
new technology.

7. Immersive Learning for Insurance Sales Force | ERGO Innovation Lab 7
Impressions
VR Training in action

8. NPS = - = 63
User Feedback
Test users are enthusiastic and keen on doing more
training in VR
Immersive Learning for Insurance Sales Force | ERGO Innovation Lab
Net Promoter Score®
0 1 2 3 4 5 6 7 8 9 10
Detractors Passives Promoters
0% 0% 0% 3% 3% 0% 0% 7% 17% 37% 33%
How likely is that you will recommend the VR training to colleagues?
%
%
“I like the real environment
and the explanations for it.”
“I like the virtual room, good graphics, simple
operation".
“Exercises or lessons can also be used well in
practice."
“It’s a new method that becomes interesting
through the use of technology.”
“There were interesting examples that can certainly be
applied well in reality.”
User opinons

9. Immersive Learning for Insurance Sales Force | ERGO Innovation Lab 9
Vision
We are convinced that VR brings real value and
change to the insurance industry
1
2
3
Immersive Learning
Trainings via VR for sales force and
other departments
VR as a supportive element in sales
Use new possibilities to explain
insurance vividly
VR Sales Agency and Metaverse
Establish VR consulting as a new
customer channel and target new
customer groups

10. Team
Our Team at the Innovation Lab in Berlin is
responsible for all VR activities within ERGO Group
Immersive Learning for Insurance Sales Force | ERGO Innovation Lab
Paul Schön
Innovation Manager
paul.schoen@ergo.com
Lea Bötticher
Innovation Manager
lea.boetticher@ergo.com
Jens Sievert
Innovation Manager
jens.sievert@ergo.com