Customers worldwide know Amelia as their 24/7 digital insurance agent who can process policy transactions and tackle coverage questions, all delivered with personalized service.
One of the largest publicly held personal lines property and casualty insurers in the United States decided to elevate customer service using Amelia. The insurer needed to reduce contact center call times while increasing customer satisfaction.
The insurer hired Amelia to interact with human agents through a chat interface, where she led agents step-by-step through a variety of procedures such as coverage-change, proof-of-insurance and reinstatement requests.
Amelia was trained on more than 50 unique industry-specific topics. Average call duration was reduced from 4.6 to 4.2 minutes, 75% of inquiries were solved during the first call with Amelia, up from 67% previously. Amelia assisted employees on millions of customer interactions, averaging 250,000 per month.
Amelia is trained in a wide variety of insurance roles and skills, with experience at some of the world's premier providers.
Giving Insurance Customers Peace of Mind
Customers today want fast and guided interactions with their insurance providers. However, backend systems for most established providers are complex, implemented over many years, and stitched together without standard interfaces, leading to frustrating customer experiences.
What's more, spiking call volumes lead to exorbitant wait times, putting providers at a business and competitive disadvantage — and adding dozens or hundreds of human insurance agents quickly takes too much time and money.
Enter Amelia, an intelligent virtual agent who has years of experience handling all kinds of end-to-end insurance processes for some of the industry's most prominent providers.
Read more about her insurance skills and capabilities by clicking the tabs.
One Stop for Claims Processing
Amelia can handle the end-to-end claims processes faster than human agents, with a high degree of personalized service and an ability to learn and improve over time. She can also collaborate and guide her human colleagues in various customer interactions, assist in detecting possible fraud, and help businesses remain fully compliant with industry regulations.
Using her advanced workflow and integration abilities, Amelia can intake customer insurance claims according to the processes she learns through automated training.
For example, if a customer needs to file a claim following an auto accident, Amelia can pull up all relevant policy and customer data during her initial customer session, confirm identity, and walk the customer through the process step-by-step.
Always Available and Up-to-Date Information
Amelia can deliver all relevant policy information, including updates on payments, billing and coverage.
She can access an insurer’s product catalog and business rules, and she can also learn and be updated on industry regulations, ensuring that a company is fully compliant.
Full Insurance Services
Amelia is ideally suited to deal with large volumes of queries on insurance benefits. Not only can Amelia process these faster than humans, she has the ability to learn and improve over time, provide personalized service, and even make recommendations.
Amelia can answer a customer’s policy questions as they relate to an insurance claim, such as coverage information and potential liability. She also can help insurance companies turn what many would consider as fairly routine exercises into high-impact customer service opportunities, which in turn can reduce costs and raise productivity.
When Amelia teams up with human colleagues to solve challenges for insurance providers and customers, she delivers world-class service and measurable results.
AI will provide insurance companies cost savings of $360 billion during the next decade.
Nearly 80% of insurance executives think that AI will transform the way insurance companies collect information and interact with their customers.
A major insurance providers was able to redistribute 87,000 hours to higher-value tasks and projects by utilizing Amelia.
Digitizing insurance processing systems can reduce costs up to 65%.
With Amelia's abilities, a national insurance firm developed 78 conversational AI use cases.
Insurance providers, facing higher volumes of activity through digital channels, must invest in technologies that provide best-in-class user experiences and scale to meet demand. Customers today want fast and guided interactions when dealing with insurance issues that directly impact their livelihoods. Read more in our white paper on today's challenges for insurance providers.
Who is Amelia? She is a Digital Employee who works with humans to locate information and perform complex tasks with automation and conversational AI. She uses state-of-the-art Natural Language Processing to work in collaboration with humans. However, there's more to Amelia than innovative technology; she speaks, interacts and understands the way humans do. She’s not confused by catchphrases, regional accents or speech patterns. All of this adds up to a more human experience — an experience insurance customers will prefer over time-consuming 800-numbers, generic service emails and scripted simple chatbots.
Interested in meeting Amelia? We would be glad to arrange an introduction.
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