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USE CASES

  • Banking
    • Open an Account
    • Check Balance & Transfer Money
    • Schedule an Appointment
    • Report a Lost/Stolen Card
    • Plan Investment & Process Trade
  • Insurance
    • Update Address
    • Add a Driver
    • Report an Accident
    • Make a Payment
    • Get a Quote
  • Healthcare
    • Schedule Appointments
    • Read/Change Appointments
    • Diagnosis for Appointment
    • Medication List
    • Get Care Team
  • Retail
    • Request Return / Exchange
    • Place an Order
    • Cancel an Order
    • Check Order Status
    • Modify an Order
  • Manufacturing
    • Fetch Equipment Information
    • Machine Maintenance Alerts
    • Maintain Safety Checks
  • Telecom
    • Make a Payment
    • Add/Change a Plan
    • Find a Store
    • Connectivity Issues
    • Activate a Phone
  • Travel
    • Booking Assistance
    • Loyalty Program
    • Virtual Help Desk
  • Media & Entertainment
    • 24×7 User Assistance
    • Enhance Customer Engagement
    • Larger Outreach

Use Case: Report an Accident

Industry Insurance


Challenges:
  • Reporting an accident is one of the most critical activities for which customers call insurance toll-free numbers.
  • Panicked customers prefer talking to a real agent to avoid any hassles.
  • Any adverse experience such as long call wait times or confusing IVR menu options puts customers off during this stressful event.
Solution:
  • Kore.ai XO Platform’s conversational capabilities interact with customers naturally, with sympathy, and address their urgent needs without needing to talk to an agent.
  • The voice or chat interface enables self-service and guides users with a step-by-step process to report an accident.
  • Users can narrate the incident, provide driver and vehicle details and upload evidence pictures. The virtual assistant integrates with the backend systems to update the information and create a claim for the accident.
Expected Benefits:
  • Instant assistance to the customer without too many processes improve customer satisfaction.
  • Reduced load on the contact center.
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