Voice-Based Support Agent To Streamline Inbound Claim Query Calls
Challenge
Facing increased operational costs in their front desk activities, our customer decided to leverage cutting-edge technology to create an automated mechanism for answering their incoming claim status queries to keep their employee expenses to a bare minimum.
Solution
Using voice-to-text technology, we transcribed over thousands of saved calls and analyzed them to find the most often repeated queries and concerns from the clients. To capture these processes automatically, we launched verticals-based transformation with voice bot AI as the first step and ensured that all elements of the sessions are captured. Artificial intelligence (AI) was used to help streamline the insurance claims process, reduce costs, and increase customer loyalty.
Benefits
- Successfully automated more than 70% of claim status inbound calls by automating conversations using TTS, STT, and NLP
- Call costs are reduced as a result of the automation process
- Reduced headcount could postpone hiring additional front desk employees due to RPA automation
- Prospective clients could immediately receive answers to their queries to begin the claims process
- The staff has been freed up to focus on value-added claims processing
Domain
Conversational AI, Voice BOT, Telephony
Technology
Rasa, Spring (boot, cloud), Postgres, TensorFlow, Elasticsearch, React, Deep speech, AWS (Lambda)
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