Our client is a leading service provider in the Indian health insurance sector with more than 15 years of experience having a national presence handling 600+ branch offices. The client aims to be the largest health insurance provider ensuring financial security for healthcare management for the average Indian.
The new normal fuelled the need for technology adoption in the insurance sector, an industry traditionally relied on offline processing.
But there was another factor, one that is subtly underplayed, yet a major contributor to technology adoption – Convenience. The convenience afforded by technology is something that the sophisticated, tech-savvy 21st century human species expect and insurance services aspire to achieve.
Our client, one of India’s leading insurance service providers, wanted to rethink their approach to match the speed and requirements of today’s digital world. They wanted to have an all-inclusive system that provides access to a holistic customer service platform.
A digital system for users to register for claims, upload relevant documents, and track their status.
For complex requirements or escalations, provide an access to a human agent support center
One of the root causes for end customers having to go through various touchpoints is that all the systems were disjointed, and working in silos. We proposed a single-interface solution, where a Smart Assistant powered by Conversational AI integrates seamlessly with different backend tech stacks to fetch relevant information or perform a required task. We deployed the smart assistant as a web-based solution and then extended the same to WhatsApp. WhatsApp is the most popular messaging app in India. Extending our Smart Assistant solution on WhatsApp improved the convenience for the customers multifold.
The solution was designed by integrating three aspects,
The solution deployed was so intuitive that the customer adoption was immediate.
And we proved it right with our
purpleSlate offers a host of technology service offerings, with AI and NLP as the crux of its solutions, to solve complex business problems. As machines become increasingly proficient in natural language, conversations, in voice and text will transform into the primary mode of providing and consuming services