How can an automated AI chatbot be used to simplify claims submission process, remaining easy and intuitive to use?
The Current Claims Management Experience Pain Points
Can a chatbot make a customer happy?
Can AI help us service clients more efficiently?
With millennials being the next generation and major target market, as an industry, we need to stay current with their service expectations.
While AiiA was developed in a short period of time, we did not allow this to limit our imagination or creative thought process.
As the sprint was two weeks, our chatbot scope was limited to initiating a claim and starting the FNOL (First Notice of Loss) process with the gathering of information.
Testing results showed that AiiA was intuitive and interactive for the simple straightforward scenario that we designed.
We challenged each other to find new ways to educate AiiA for continued growth and future development. Our collaboration continued in the testing stages to review and iterate the flow with enhanced customer experience as our goal.
Once client has authenticated by signing in, the bot has access to the policies that are linked to him and interacts accordingly to what is available to choose from.
AiiA gives simple options to go through step by step in order to initiate a First Notice of Loss. With user-friendly choices to click on in order to guide the client through the process. It also allows to capture the details of the claim.
Can set up an infinite number of claims at the same time
Information gathering of all claim details
Launches a digital process that reduced cycle times by up to 70%
Increases profitability for all the stakeholders
In this two-week sprint, the project team learned how chatbots and AI work, focusing on how a chatbot must be designed and implemented to significantly improve the experience of claims notification and management.