Enabling customer and agent self-service with conversational AI

Industry : Insurance Function : Contact Center

Company Profile

Leading provider of standalone cyber insurance for small and medium-sized enterprises (SMEs), using AI for continuous risk assessment and instantaneous underwriting, and including closed-loop risk management approach with pre- and post- breach services.

Scope Highlights

  • Tens of thousands of retail and wholesale policyholders
  • 15,000+ agency producers
  • Krista Issue Cognition and Resolution
  • Chatbots
  • Salesforce.com
  • Conversational AI

Challenge

Insurer serves tens of thousands of retail and wholesale customers through its self-serve platform. When customers are not to find a particular function, they called for assistance. As their user base grew, the amount of service calls continued to increase. Chatbots were unable to address customer questions and connected users to agents anyway. Leadership needed a smarter solution that could service agents and customers from within the platform in order to reduce support call volumes.

Solution

The automation uses Krista conversational AI to authenticate end-user sessions according to preset security policies. Once connected, customers are able to review their own data and make changes as needed. Krista Issue Cognition and Resolution enables policyholders to easily ask and get answers to questions without needing to speak with an agent. Also, Krista was deployed to Insurer’s contact center agents to streamline business and sales processes.

Results

Increased profitability

Reduced operations costs

Improved customer experience