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Case Study

Enabling customer and agent self-service with conversational AI

Home » Resources » Case Studies » Enabling customer and agent self-service with conversational AI

Industry

,

Function

Topic

,

Results

Growth

Increased profitability

Cost

Reduced operations costs

CX

Improved customer experience

Company Profile

Independent provider of standalone cyber insurance for small and medium-sized enterprises, uses AI for continuous risk assessment and instantaneous underwriting, with a closed-loop risk-management approach combining pre- and post-breach services. Privately-held insurtech focused on the underserved SME cyber market.

Challenge

High customer support call volume

This insurer serves tens of thousands of retail and wholesale customers through its self-serve platform. If they had questions while using the platform, customers could interface with a chatbot. However, their existing chatbots were often unable to address customer questions and would frequently redirect users to human agents. As their user base grew, the number of service calls sent to human agents continued to increase, and the high volume of calls drew contact center agents away from other important tasks.

Leadership needed a smarter solution that could service customers from within the platform and reduce the volume of support calls.

Solution

Conversational AI Chatbot

The AI-powered solution 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. The conversational AI solution enables policyholders to easily ask and get answers to questions without needing to speak with an agent.

Implementing the conversational AI solution improved the customer experience by making it easier for them to get answers to their questions from the chatbot. It also reduced operational costs and increased profitability for the platform.

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