Transform experiences for the agent network via virtual agent support using chatbots and RPA
The Process
The client is in the Motor Insurance sector, where they provide insurance comparison services through their online platform. They have a tie-up with leading insurance companies in and around India. In addition to direct customers, the client also supports insurance agents in providing comparative quotes. The support team would receive queries from agents via calls or chats, and they would provide quotes from insurers to the agents. The process was quite cumbersome and manual in nature without automation.
The Solution
The solution required automating interaction with agents and collating information from insurers. Chatbots using Natural Language Processing (NLP) automated the first part to read unstructured conversations. We deciphered chats from agents for whom the first language was not English, and hence our NLP models were used to achieve high accuracy. The second part of the process was automated using Aiwozo Intelligent Process Automation (IPA), where bots collated premium information from multiple insurers. Once the chatbots collated the data, they shared the data back to agents and responded to queries or clarifications.
Challenges Addressed
Higher costs of processing
High Turnaround Time
Low prospect closures
Errors and duplicate payments
Quotes from few preferred insurers
The Outcomes
80 %
Reduction in manual effort.10 minutes
Reduction in TAT from originally 4 hours.
