Telephone bots in interactions with customers

Contacting an insurance company without having to wait for the call to be answered is something that is hard to imagine for customers. Instead of receiving immediate help in resolving whatever issue they might be having, callers usually have to listen to music while being kept on hold for several minutes. Insurance companies are struggling every day to deal with a large and steady volume of calls.

Events like:

• year-end renewals (car insurance)
• extreme weather events such as hail, inclement weather and flood damage (property insurance)
• introduction of new insurance rates
• crises

put an even greater strain on customer service and increase their workload.

Telephone botscan help you to provide your customers with information. They also reduce the workload of the service team, without your insurance customers having to go to a different channel to contact the company. The bot offers 24/7 self-service and carries out a voice-enabled chat with customers. Simple enquiries are answered directly by the bot, while complex requests are pre-qualified and forwarded to a service employee.

Additional use cases at insurance companies:

• Simple policy cancellation requests
• New claims
• Requests to change existing policies
• Request insurance status – also for your sales team!
• And much more

We work with you to implement a bot as a cloud service or an on-premises, GDPR-compliant solution within three months. Whichever option you opt for, these can both be easily integrated into your processes.

• Freedom to choose AI services from providers like IBM Watson, Cognigy, Azure Cognitive Services, Microsoft Bot Framework and Onlim
• Platform for conducting maintenance and training on your own via adesso Workbench and Runtime
• Training your employees – even without any background in IT

Our approach

In a joint workshop, we explore the topic step-by-step. The interaction room is a proven format that allows users to examine the topic from all angles as part of an interdisciplinary team, make sure everyone is on the same page and develop joint solutions. In view of the current situation, we also offer our interaction room as a remote session.

Here is an example of the process in practice:

We bring our wealth of knowledge and best practices from a large number of projects to the table and are there to support you from the initial idea to implementation of the operational solution – and beyond.