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Conversational solution for a leading North American life and annuity insurer

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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
Conversational solution for a leading North American life and annuity insurer

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