Use Case: FAQ Virtual Assistant for Oldest Auto-Insurance Company

Industry: Insurance

Function: Operational Support

Client Info:

An auto-insurance major, with 100+ years of experience in helping services to its members, including roadside assistance and others

Challenge:

  • The Auto-Insurance major operates in 8 states across the USA
  • COVID 19 has increased the number of calls to their contact center inquiring about payments deferral, payments options, and policies
  • Due to the COVID crisis, the company had to operate with a limited workforce, leading to longer customer wait times and improper support

Solution:

  • Kore.ai had built a FAQ virtual assistant for the client with context management capabilities that sits in the company’s utility app
  • The company’s policies and processes were updated in the form of Q&As
  • The virtual assistant can intelligently analyze and identify the intent of complex utterances and provide a quick resolution. It also provisions to make payments

Benefits:

  • 45% reduction in calls to contact center
  • The company witnessed a 2x increase in customer satisfaction

Channels:

  • Client’s Mobile Application & Internal Portal

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