Innovation Project Summary Glimpse

Artificial Intelligence in the Claims Process

Chatbots provide a huge potential to improve customer service, engagement, sales and real-time access to information.

2
Weeks
3
Members

Toronto
2017
NOV - DEC
1
MVP
logo-cycle

PROBLEM

How can an automated AI chatbot be used to simplify claims submission process, remaining easy and intuitive to use?

Claims – an unpleasant customer experience. Can chatbots make customers happy?!

WHY?

The Current Claims Management Experience Pain Points

SEE
  • Paper forms
  • Big organizations
  • Too much information
  • Sales officer, not claims Profits only
SAY & DO
  • Unable to reach
  • No call-backs
  • No empathy
  • Deny coverage
  • Why do I have insurance?
  • Negative experience
HEAR
  • Rude staff
  • Options Insurance is changing
  • Fast payment
  • Good service
  • Claim denied
  • Bad service
THINK & FEEL
  • Need help
  • Am I covered?
  • What do I do?
  • How do I submit?
  • Complicated
  • Voicemail
  • Delays
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Discovery

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.

chatbot

SOLUTION

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.

chatbot_1

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.

chatbot_2
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ESTIMATED IMPACT

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

AI5

Customer Service

improvement

asks the right questions and makes sense of the information received and provided

AI6

Cycle Time

decrease

improving efficiency and productivity by reducing calls, emails and voice message inquiries

AI7

Claim Process

improvement

live chat with Chatbot available 24/7, easy to use, pre-populated answers

RESULTS

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.

4
Empathy Maps
5
User Tests
37
Surveys
5
Communications Trees
1
MVP
3
Prototype Iterations
1
Innovation Report
3
Project Presentations
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