TECHNOLOGY
These can even save consumers time in cases where they are looking for a simple , quick quote or way to lodge a claim .
As well as speed , transparency , and simplicity , customers want consistency and reliability from their insurance provider – when that is delivered trust is built .
Data-driven automation employing technology , artificial intelligence , and ML helps provide consistency and reliability as the backbone of an insurance provider ’ s proposition , freeing insurance providers to offer the personal touch when it ’ s needed .
Mohit Manchanda Insurance products are sensitive ; they ’ re invested in earlier to provide support if life gets tough later .
When agents are dealing with customers , that customer on the other end is usually at a vulnerable point – their property may be seriously damaged or they themselves may be hurt .
AI can assist that customer by speeding up the process of getting them the advice and help they need .
Still , it should not overtake the human element of customer experience or replace the agents themselves .
On its own , AI can perform many tasks and transform the entire customer service experience for insurance customers , but it simply cannot synthesise the empathy and understanding that a human agent can provide .
Insurers must engage with the experts on AI – whether external or internally hired professionals – who can identify at what points in the customer service journey AI can make a difference .
For example , EXL ’ s smart agent assist solution works in conjunction with the agent in real-time to help with a service conversation as it happens .
This way , the customer can benefit from the real human touch of an agent on the line , but the agent is supported by an AI assistant which identifies and analyses queries , providing tangible insights in real-time to help them resolve queries efficiently .
The use of AI for audit also ensures that we can ensure that every customer service interaction is done in a compliant and customer-centric manner with any deviations leading to agent coaching and improvement discussions .
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