The insurer encountered the below challenges within their dedicated health insurance L1 support departments:
Our customer required a solution to efficiently handle L1-support system. Additionally, they needed to validate the extracted information and integrate it into their CRM system to generate a case ID.
We introduced Converse.CX, a conversational AI that redefined customer support with the cutting-edge power of Machine Learning, and Natural Language Processing.
Converse.CX excelled in interpreting the genuine intent behind every user input, even in cases of ambiguity or diverse regional languages, ensuring fluid and natural conversations.
Using ML-powered algorithms, it dynamically adjusted to each user’s distinct needs, either guiding them toward self-resolution or smoothly transitioning to human agents for complex issues. This personalized approach, coupled with multilingual fluency, ensured consistent, high-quality support across diverse languages and regions.
Additionally, it could be effortlessly deployed across various platforms, guaranteeing consistent support on the web, mobile, and more.
Integration with the customer database enables instant validation of policy numbers and confirmation of user existence.
Automated generation of case IDs by integrating with the customer’s existing CRM systems.
Comprehensive extraction of diverse data types that provide valuable insights.
Facilitated fluent communication in multiple regional languages.
Ensured consistent and convenient support across diverse channels.
Naturally and adaptably understood varied prompts and questions.
Faster resolution time assuring an enhanced and personalized customer experience
Reduced calls to live-agents, enabling a focus on handling more complex queries.
Modernized customer support services for an enhanced brand image.
Communication in the customer’s preferred language, emphasizing a ‘customer-first’ approach.
