Building and Implementing an Intelligent Chatbot Channel for Consumers of a Technology Protection Insurance Company
The global leader in technology protection services engaged Synechron to analyze its Call Center volume and determine the viability for integrating a new Artificial Intelligence-led 24/7 intelligent chatbot service channel for consumers’ claims and inquiries.
An intelligent chatbot powered by AI rules includes a basic level of intelligence to gather the requested information and assist customers while detecting questions beyond its scope to hand over for human intervention.
Synechron identified and tested a reliable cloud-based service provider’s offering as part of a pilot program and built the intelligent chatbot enabling voice and text conversations. Synechron continues to refine the chatbot functionality as the technology evolves and customers’ questions and interactive needs change.
Synechron’s delivery of this program included:
- Partnering with the client’s Business team to analyze call center volume and determining that 10% to 13% of calls were seeking basic information related to claims
- We recommended that such calls, which didn’t need much human interaction, would be ideal candidates for an intelligent chat channel
- We tested a fully managed service, which scales automatically, for conversational interfaces with any application using voice and text, and built the full technology stack
- Synechron began with text capabilities and short message service (SMS), planning for subsequent voice interactions, and interactions that didn’t require Personally Identifiable Information (PII) data to process
- Delivery of the integrated enabling chatbot technology as well as tracking/storage of all Bot-Customer conversations used to analyze the chatbot’s performance and fine-tune responses
- Chatbot triggers were set, as were predefined responses and intent mapped to actual client utterances/conversations
- Initial results with a limited number of customers showed the Chatbot correctly handled 40% of conversations; 60% were analyzed and appropriate updated responses made
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