Whether it’s processing a claim or obtaining benefit information, when your policyholders reach out to you it’s because they need help. So it’s important to provide quick, easy customer service that’s available when and where your policyholders need it. With Intelligent Virtual Assistants, you can offer more in self-service without increasing costs. And since we can automate the upfront claim submission process, your policyholders don’t have to wait to get the help they need, while your agents receive accurate and consistent information every time.
Artificial Intelligence (AI), specifically Conversational AI, can be used in the insurance industry to provide a more efficient and convenient experience for policyholders. From creating profiles and updating information, to providing coverage dates, balances, and delivering alerts, AI in insurance allows for quick, 24/7 access to account information. This creates a better relationship between policyholders and insurance companies, because the policyholders feel more valued and their information is always accessible.
By leveraging artificial intelligence in the insurance industry, companies are able to close the gap between themselves and their policyholders. In the insurance space, personalization and speed are important to establish trust and allow for convenient and quick access to information, especially in a challenging time. For example, after a car crash, a policyholder should not have to wait on hold to get in touch with an agent, or repeat information that should already be known. Policyholders should have immediate access to submit a claim or to inquire about coverage and policy information.
Conversational AI uses a combination of Automatic Speech Recognition (ASR) and Natural Language Processing (NLP) to understand the underlying intent of what the user is saying. This allows for the Intelligent Virtual Assistant (IVA) to not only respond to the user based on keywords, but guide them through the conversation in a way that is productful and effortless for the user.
By seamlessly integrating the IVA into existing systems, like CRMs, the IVA is able to pull existing data about the user for a more personalized experience. This also aids the IVA contextually, so that the IVA can proactively ask about account alerts or coverage gaps.
AI can be used all across the insurance industry to complete a wide range of services and tasks. For example, one use of AI is updating and completing account and profile information. Through Conversational AI, users can even input alphanumeric information without the need for assistance from a live agent. For policyholders, this means they are able to do these small tasks without having to wait on hold until a live agent is available.
Another example of a service that can be improved with AI is proactive communications, like alerts, additional coverage recommendations, and billing. This account-specific information is gathered using a seamless integration of Conversational AI into existing business systems, and then is delivered to the customer.
An example would be if a policyholder is nearing expiration of coverage, they will be alerted to update their policy. Another example is that an IVA, powered by Conversational AI, can share personalized recommendations on additional coverage options.
Don’t make policyholders wait to get the claim submission process started. With Interactions, you can automate the First Notice of Loss information gathering stage. We can collect information quickly and consistently, providing your agents with accurate and complete data and freeing them up to handle more sensitive policyholder issues. And once a claim has been submitted, your customers can quickly and easily check the status of their claims.
We make it easy for policyholders to quickly get the information they need, by providing updates on benefits, coverage dates, account balances and more.
Only Interactions solutions can accurately collect the complex information that allows your policyholders to easily enroll in new policies using self-service. And once they’ve enrolled, policyholders can create and update account preferences without the assistance of a live agent.
Give your customers convenient, personalized access to secure information — without having to remember cumbersome PINs and passwords. Interactions Voice Biometrics allows you to verify a customer’s identity using the unique characteristics of the human voice to provide fast, secure, and convenient authentication.
Keep your policyholders updated with the information they need to know by providing outbound notifications. Interactions solutions can send alerts when coverage is expiring, and share personalized recommendations on additional coverage options.
Interactions billing and collections solutions make it easier for customers to set up automatic payments and paperless billing, provide balance information, process payment information, remind customers about near due payments, and more.
More than half of consumers are only willing to spend up to five minutes resolving a simple issue.
Over 40% of patients and consumers believe they spend too much time and effort getting issues resolved.
More than half of consumers say their goal is to resolve an issue as quickly as possible.
“With Interactions, people with Medicare are able to enroll more quickly, which provides a better overall experience for our members.”
– Alex Wheatley, VP, Humana
Customer care, although increasingly important, is constantly evolving. Businesses know they need to excel at customer care in order to remain competitive, but with the pace at which consumer preferences for channels continue to change, it’s difficult to develop a comprehensive and effective customer care strategy.
Lower levels of customer effort have shown to increase customer satisfaction, brand loyalty and revenue opportunities. Are your customers satisfied with the path you put them on or do they see it more like navigating a maze?