There has been an enormous amount of enquiries asking about the coverage, policies and claims in the past few months as the pandemic disrupted all the customer service support and as a result people are juggling between the financial impacts of the pandemic which is in turn making insurers are fielding an increase in the calls.
Insurers have to realize the benefits of automated, cloud based technologies are actually helping in enabling every part of the industry in order to continue operating efficiently. To cope up with the increased workload and to remove some of the burden from the call center agents , insurers to take interest in automation of likes of chains and refund requests.
In an era where more than half of the population own a smartphone which enables them to use automated digital applications such as chatbots. Chatbots offer a friendly customer support and a channel to communicate with their providers. As it is paramount to keep the services digital as PWC found that 41 percent of insurers switched due to the lack of it.
Reducing call volume by 50 percent and deflecting it away from the agents, chatbots have proven to be very useful. It frees up the time of customer service agents and their workload by completing some of the basic tasks like updating contact details , providing refunds etc. There has been a major impact across the insurance industry as the chatbots are doing automation works like answering FAQs, updating information, giving quotes and securing payments enabling insurers to service customers throughout the day with a reduced workforce. It is eliminating the overall call handling time which is believed to be key metric in the contact center which in turn helps the agents to spend more time on complex issues.
Deploying a chatbot can take as little as three days following few simple steps. First determine the exact role that chatbot will be specified with , like automating clients or responsible for a full end to end journey. Since no large team is required only a subject matter expert is needed for the chatbot to be up and running. Next step would be providing the chatbot with all the answers and information , deciding the tone of voice for the chatbot is crucial for the business. Once the questions and answers are ready design the interface and add the DCI to the website or the application which the company provides. Most crucial step of all is to test the bot to see for missing content and this can interpreted by the customers’ inputs as well. By gathering more input more information on what the customers are looking for will be generated and the answers to those questions should be added to the bot. After the bot goes live continuous monitoring of the dashboards , optimization and making changes to improve is necessary. The highlight of the bot is that it gives the service of fast responses which helps to take the load off of contact center agents. Comes with a low price tag and is very simple to deliver. Available throughout the day makes it more reliable especially for on demand information and support. The main thing the world needs is having a little bit of stability and that is exactly what chatbots provide.
