While insurances are traditionally risk-averse, they now have to adapt to changing customer expectations. With the emergence of new platforms, consumer habits and the ways they are interacting with a company are changing. Customers now expect round-the-clock service on all channels delivered with speed, reliability and accuracy. With AI and chatbots, insurers can scale their customer service. Scalability is a key differentiator in digital transformation, enabling established insurers to keep up with new competitors. The majority of incoming requests are first-level and can be easily automated via chatbot. These questions not only cause high costs but leave customers waiting for hours or days for a reply. Here, AI chatbots can reduce costs by routing customers to the correct website and conducting intelligent conversations with millions of customers at the same time. While the customers preferred channels vary, our AI solution ensures a consistent customer service across any channel, device or platform. This drastically reduces waiting times for customers and increases customer satisfaction. This way, insurers can scale their customer service volume and offer a better customer experience 24/7, while reducing costs.
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We have implemented our solution into the HDI Customer Service. With our process automation, HDI was able to automate more 98% of all the incoming support requests. The chatbot also generated additional sales potential as one-third of all conversation led to successful conversions. The additional contact option for customers also significantly improved the customer experience.