Automating Car Insurance Claims

Banking & Insurance

Insurance brokers can file claims faster with less human intervention thanks to chatbot technology

Chatbots are most often used as a way to boost sales or improve customer support. However, this use case proves they can be a key component in automation as well. Chatlayer’s client needed a way to increase the amount of claims handled without the input of a human agent. A conversational agent was installed on the brokers’ workstations, helping them fill in missing fields in a claim. Before the chatbot, this used to be a time consuming process. Now, we have efficiency gains for both Chatlayer’s client and their clients.

Deep integration with the client's environment

In order to achieve the automation targets set by our client, Chatlayer’s partner Faktion dived into the systems of our client in order to find the best way to integrate. The Chatlayer platform is being enriched with data coming straight from the broker, and is only passed on in the flow once all required data is completed.

Chatlayer supports their client in ensuring that 60% of all claims go straight through processing, without requiring intervention by a human agent.

Multi-language

Managing conversations in both Dutch and French

For managing hundreds of thousands of expressions, and thousands of flows in both Dutch and French, a scalable and user-friendly management interface was required.