Customers are increasingly looking for new ways to digitally interact with insurance organizations beyond traditional channels. They are often frustrated with long waiting times in call centers to find the status of a claim or policy process, can’t reach a claims handler or agent out of hours, or can’t find answers to unique queries in online FAQs.
Goals and Objectives
Employ 24 x 7 virtual and augmented connect to provide personalized, human-like interactive experience and contextual information on products or services to customers. Free up human resources for more value-added tasks by letting machines handle repetitive queries. By combining digital, social, and customer-provided data, carriers can offer customers an Amazon-like shopping experience that is personalized and transparent, thereby achieving new growth through highly targeted acquisition, cross-sell, and up-sell.
Advanced analytics, Integrated, secure, AI-enabled connect (chatbots) through different channels that can identify speech patterns and interpret verbal and non-verbal hints to deliver communication via text or voice. Integration with existing messenger platform and enhancements to suit needs of specific customer segments. Communication platform as a service.
Use Case Summary
Like mobile, virtual and augmented connect can be an effective touchpoint for customer connect that particularly meets the needs of specific segments (e.g., millennials). Use chatbots, interactive video connect, etc., to complement existing channels with an option to seamlessly switch to other channels when customers want to. Explore digital channels to effectively broaden the direct-to-customer aspirations.