Enabling customer and agent self-service with conversational AI

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 Cognitive Issue Resolution
• Next-generation chatbots
• Salesforce.com
• Krista 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 serve agents and customers from within the platform in order to reduce support call volumes.

Solution

The automation uses GUI-based, two-way Conversational AI to authenticate end-user sessions according to preset security policies. Once connected, customers can review their own data and make changes as needed. Krista Cognitive Issue Resolution enables policyholders to easily ask and get answers to questions without needing to speak with an agent. This insurer also uses Krista to streamline new business and renewals sales processes.