Beyond boosting your sales engine, you can implement a virtual agent to enhance the way you meet customer needs and expectations, which will also increase their level of engagement. In fact, this could be the solution for your client’s high volume of claims! Don’t worry, having a conversational AI is easier than you may think.
What You Should Consider to Meet Customer Expectations
With this ongoing pandemic, many pain points of the insurance industry have been aggravated due to process delays. This is when automation becomes a solution strategy; not only the next step in your IT transformation, but also as an alternative to tackle the increasingly high demand, by improving how your customer experiences your product or service.
As important as investing on marketing efforts to launch your products or services is, it’s also necessary to know your client, how they think, meaning their likes and dislikes. Two important customer dislikes are related to knowing the status of requirements and having responses that minimize wait times.
A virtual assistant is a cost-effective solution because it processes more claims than the predefined levels and gives responses to clients in less time than expected. Obviously, this will be more visible in simpler client requirements, but as a business, it is also important to count on legal specialists to ease processes and offer the best scenarios for your customers.
Another most common client concern is data security. While the insurance industry has high regulatory requirements regarding coverage and audits, customer experience is based on trust and the ability to make informed decisions. Therefore, make sure to provide them with information on how the process of storing and securing data is going to take place.
A virtual assistant is also an AI tool that collects customer data and provides analytics and key drivers to further gain insights about the customer experience. By really understanding what they need, you can help them, but by knowing what they expect from you as an insurance provider, you have the opportunity to create positive and personalized experiences to ease a client’s life and improve engagement.
Enhancing Customer Communication with Virtual Agents
Power virtual agents are built on a natural language understanding and can automate chats and calls depending on the model your business goals require. While offering a facility for information access, a conversational AI also provides 24/7 support to the user. In our article about what is a chatbot, we numbered some of the advantages of using VAs to nurture customer relationships, check it out!
Otherwise, waiting times are not exactly a concern for the claims department. When clients call or use your business website or app, they may request product information or guidance about any matter. Before waiting on the phone line for someone to pick up or online for someone to reply to the chat, you can use power virtual agents to redirect the user’s journey to the next stage.
Instead of your customer getting upset or bored due to late or long responses, you can reduce the high volume of calls, emails, and messages. How? By avoiding repetitive attempts made by the same person and providing instant answers and possible solutions.
We suggest having a hybrid integration between human and virtual agents, so if the client prefers to talk to a person, you will have a backup. In addition, through AI and machine learning, your VA can offer customized suggestions on insurance packages and purchases to complete the customer’s journey.
How to Implement a Conversational AI for your Business?
As a first step, you must focus on picking the right IT partner to implement power virtual agents. This involves finding the right expertise for deployment and maintenance while scaling up the scope of what a virtual assistant can do for your clients.
Resource allocation is also an important matter to consider, that is to say, hiring subject matter experts who understand the client and how to process their needs. This includes setting up a training process for implementing conversational AI to grow your team and business with first-hand experience on what the best practices are in managing those transactions and relationships. This will boost your VA and make it more efficient and effective once it is implemented.
The last thing to take into account is the time spent implementing the virtual assistant. This can take from a couple of months to more than that, depending on the scope, model, type of data, and specific requirements that you have, and the capabilities of your team to manage those tools.
A conversational AI has the capability to expand its support range in marketing and sales efforts beyond claims management. In the process of consultation and implementation, whatever its use, we are your option to jump into this technology. Apply To a Proof of Concept through our 10 day-POC free program!