As leaders and experts in the customer experience field, we are dedicated to providing innovative solutions tailored to the unique needs of insurance companies. We understand the importance of the customer journey and prioritize it in our strategies, ensuring that our clients deliver exceptional service. Our approach is to enhance your ability to quickly respond to policyholder queries through customized interventions that elevate the overall customer experience, while maximizing business outcomes.
Here’s an interaction between David Garrison (insurance customer) and INO AI, our AI bot, as they seamlessly reschedule an upcoming appointment. Father of two, David is a Holyoke resident that owns a small business. David calls in to move an appointment to another day as he has an unforeseen business meeting.
Our Conversational AI expert breaks down the policyholder interaction, where every action is precisely mapped out demonstrating our unique capabilities to design, plan and anticipate every part of a customer interaction Inoria delivers personalized self-service solutions that enhance the customer experience.
INO AI – You’ve reached Inoria insurance.
Typically, at the beginning of automated calls, we add what we call audio icons. Audio icons let callers know that they’re about to begin interacting with an automated system instead of a human being.
It immediately sets expectations, allowing the company in question to add their own personalized audio icon. A kind of marketing or branding watermark that gives everybody the signal that they’ve come to the right place.
INO AI – How may I help you today?
David – I need to reschedule an appointment with your adjuster.
INO AI – Alright, rescheduling your appointment.
Many Conversational AI systems begin by opening up with a very general question like: ‘’How may I help you?’’ This gives a caller the opportunity to say what they want in their own words and declare their intentions, stating the purpose of their call. It’s a really powerful way of starting the interaction and Conversational AI systems can pick up many elements of this opening phraseology.
In our case, we immediately understand that the caller wants to change the appointment with their insurance adjuster.
INO AI – May I have the policy number please?
David – That’s 76598421.
INO AI – And the policy holder’s date of birth?
David – The 1st of October, 1973.
At this point, the system can dynamically provide to David the details of his current appointment date and time, including the name of the insurance adjuster who is going to be visiting with them. This fluid conversational playback gives David an easy opportunity to make changes based on what he’s heard.
INO AI – What date and time would you prefer?
David – So, how about a week after that? Maybe in the afternoon.
INO AI – Okay for the following week in the afternoon.
David – Oh no, no. Wait, wait. Make it in the morning.
INO AI – Understood. One moment while I check to see what’s available.
David offers a very natural intuitive response for the changes he’d like to make for his appointment. The system uses the original appointment date and time to approximate and implicitly confirm the changes David would like to make. When David self corrects regarding the time of day, the system automatically recognizes the change and swaps out ‘afternoon’ for ‘morning’.
INO AI – Okay. It looks like we have an opening on Monday, October 30th, at 10:30 am. Would that work?
The system comes back from the appointment scheduling database with the time slot that best matches David’s request. This portion of the interaction needs to strongly support a lot of conversational complexity. Callers like David might make several attempts to renegotiate the appointment date and time. And these attempts can take many forms.
If, after a few attempts, we haven’t succeeded in providing David with a preferred appointment date and time, we would transfer the call to the next available agent. This limits caller frustration and still allows the business to use all of the partial automation data to come to a quick resolution, once David starts speaking with a human agent.
David – Oh okay, yes that’s perfect.
INO AI – Great. I’ll finalize this change. One moment please.
INO AI – Alright, I’ve rescheduled the appointment with our adjuster. Would you like me to send a long a text for this new appointment time to your mobile phone ending in: 2541
David – Yeah. Good idea. Thanks.
Now that the appointment has been rescheduled, the system can further support David with an omnichannel experience. Using David’s profile information, specifically his mobile phone number, the system offers to send a text confirmation of the newly scheduled appointment. David now has something tangible to retain, as well as a record of the change. And the business can store this text as a record of the transaction.
INO AI – Great. You’ll receive that text in the next few minutes. If you’re done, feel free to hang up. Otherwise, is there anything else I can help you with today?
Now that David and the system have completed the initial transaction, the system inquires if it can help David with any other tasks.
David – No, that’s it, that’s great. Thanks for your help!
INO AI – Thank you for calling. Goodbye.
INO AI in action illuminates the power of advanced technology infused with decades of expertise in Conversational AI. Our ability to translate interactions into seamless, integrated and memorable conversations, redefines the paradigm of customer service in the insurance industry. Our commitment to continuous improvement ensures that we evolve with next generation AI technologies and the ever-changing landscape of customer expectations.
With INO AI, we don’t just meet needs; we anticipate them, shaping the future of insurance customer service one conversation at a time.