One aspect where the customer always needs help is the identification of the right product.
Today, users get the advice they need after entering all details and submitting the data. Although chatbot-based advice is available, it is not personalized. Here, businesses must analyze opportunities and provide personalized service. Some possible outcomes could be:
- Based on insights from the backend, some advice may pop up on the screen
- An agent is allocated to call and advise customers
- Specific brochures and details are sent to the potential customer through an e-mail
Today’s customers greatly appreciate such proactive notifications and advice
Another potential use case that provides significant cross-sell opportunities is the change of personal details such as the address. This is an opportunity for insurers to offer personalized advice about the new area along with any additional coverage in the existing policy. A revised premium or advice for a better product is a possibility. Some insights about the new location can provide advice such as flood warnings and even include services and utilities from other partners in the ecosystem.
Another example is during the claims registration process, where users can be allowed to send an audio description of the incident. This audio can be matched against the trained set to check if it is a fraud. Thus, one round of fraud checks can be carried out in real time.
THE IDEAL SOLUTION