Chatbots are a fast solution for companies to optimise their services. According to a Gartner study, 85% of customer relationships will be automated by 2020. A significant portion of this automation will take place in the insurance sector.
As more millennials are entering the job market, they have money to spend on the insurance market. Business Insider Intelligence claims millennials and generation X-ers are very satisfied with chatbot automated communication. 15% of them have indicated they would prefer using chatbots for all customer communication.
In that sense, chatbots are the ideal instrument to meet generation X and millennial client’s expectations.
Extending peace of mind
Reduce the cost and processing time of your claims with a chatbot, strengthened by Robotic Process Automation (RPA)
A virtual assistent.
Long documents, complex policies and tedious instructions, confuse customers and hold them back from buying an insurance product or filing a claim. Human-like interactions enable a smooth transaction. Chatlayer’s conversational stack serves as a virtual assistant in messaging apps on customer’s devices.
Automation in the insurance industry reduces the cost of a claims journey by as much as 30%.* We do expect a significant increase, as we are just at the beginning of the automation wave. In the shorter term, claim journey automation is an opportunity to improve core business profits and customer satisfaction.
*According to a McKinsey study
Increased performance.Accurate measurement.
Improved service, faster response and processing times, drives profit through increased customer retention. At the same time, Robotic Process Automation and Automated Claim Processing technologies can increase customer lifetime value and launch new business models altogether.
Accurate, efficient and effective automation of claims require a natural, real-time interface for both customers and brokers. Chatlayer’s solutions are playing a unique role in this process.
Thanks to our multi-channel solutions on voice- and chat-based channels, tailored for both brokers and customers, the effects will become instantly measurable.
Authentic care. Automated.
Faster interaction with customers, straight-through-processing of claims, improved underwriting, and a natural chat interface, increases the feeling of being taken care of, improving brand loyalty at the same time. Our technology is right at the heart of this evolution.
Communication without doubts
Caretaking, and proactive communication in an age of risk prevention
Ever-increasing amounts of data and ever more penetrating insights are leading to an accurate pricing of risk, but they also help mitigate risk, reducing premiums.
Systems in our homes are capable of sending an alert when a security threat is detected, cut the water supply in case of flooding, or give maintenance warnings. Data from connected devices can be used to assess risk more accurately. But it is also a powerful tool to lower risk by preventing accidents to happen altogether.
The role of a full time insurance caretaker requires a 24/7 concierge approach. Virtual assistants are always present, ready to prevent accidents. These moments of interaction are key to delivering a personalised, right-time and real-time user experience.
Voice- and chat-based channels have been key in delivering proactive communications to your clients. Chatlayer builds stress proof chatbots, able to respond 24/7 to clients that have a claim to log. Our AI understands complex scenarios and responds accurately and appropriately. Chatlayer’s chatbots are the best partner for maximizing customer loyalty, lowering your support cost and to prepare you for a new digital era in insurance.
Uncovering fraud using conversational AI at level of voice
Analyse interactions, identify customers and detect lies with AI.
Chatlayer’s technology stack is not only built for “smart IVR” and voice-driven intent-based navigation, but also to identify speakers and match customers with their profile, which reduces the risk of fraud. Human voices are as unique as fingerprints and can be used for authentication and identification.
Chatlayer’s advanced AI algorithms are capable of scoring a wide range of emotions and can be used to determine customer satisfaction, reduce churn by predicting at-risk customers, improve quality monitoring, and provide targeted coaching to support agents.
Finally, the Chatlayer technology stack and our specialized conversational AI and voice experts are increasingly being used for fraud detection by algorithms, capable of identifying stress levels in a person’s voice.
Security and compliance
Insurance use cases
Insurance providers can now offer seamless and personalized user experiences through conversational AI, with capabilities like: