Conversational solution for a leading North American life and annuity insurer

Challenges

• Embracing digitization to enhance customer experience
• To provide 24X7 support to customer on generic queries related to insurance products, processes, and resolution of customer portal authentication issues
• Improve operational efficiency of the customer service team

Mindtree solution

Chat bot and voice bot solution:

• To handle customer queries on insurance products and processes
• Intelligence to traverse between different lines of business
• Integrated IVR system with NLP
• Ability to transfer to live CSR after validating with holiday calendar and off work hours
• Analytics to track efficiency

Benefits

• Improved customer experience with anytime, anywhere support on generic queries and resolution of authentication issues
• Improved operational efficiency by enabling customer service teams to handle complex policy related queries
• Reduced number of hits to call center