1、 Serving as virtual agents and streamlining direct messaging for customers who would like to upgrade existing policies with additional coverage Providing faster, more efficient access to roadside assistance for stranded policyholders Simplifying basic policy administration tasks, like updating an ad
2、dress Automating preliminary steps in application and renewal processes (see Figure 1)Figure 1: IVAs can both share information and complete transactions.The technology powering chatbots and IVAs Natural language processing (NLP) software Natural language understanding (NLU) Artificial intelligence
3、(AI), machine learning Robotic process automation (RPA) ClaimBased on our damage estimate, we can settle your claim immediatelywith a payment of $10,000.00. How would you like the payment made? By clicking accept, you agree to the terms and conditions of a payment. Asum of $10,000.00 will be transfe
4、rred to the account you specified shortly.Before initiating payment, please review the Terms and Conditions forthis payment for claim #000-00-000243Transfer funds to ABC Bank checking account *2345Already doneAccept payment4 | Customer experience of the futureFigure 2: The benefits of combining IVAs
5、 with other transformational digital technologies Intelligent virtual assistantsArtificial intelligence Improved analytics and intelligent cross-selling Personalization and user experience Increased efficiencyInternet of Things Improved data quantity and quality Real-time analytics Omni-channel expe
6、rienceRobotic process automation Streamlined process hand-offs Front-end communications for back-end systems Cost reduction through automationMobile and portal Multi-channel enablement Optimized customer experience Increased communicationsIVAs in context: creating the optimal digital insurance exper
7、ienceWhile the cost and efficiency advantages of IVAs are compelling, insurers must look beyond the operational impacts to see how they enable a fundamentally better CX. Insurers that use IVAs effectively will be able to engage with their customers more deeply and frequently.As a fundamental element
8、 of an insurers digital strategy, IVAs enable and complement other technologies and capabilities in support of end-to-end customer service interactions and richer overall experiences. For instance, those insurers that leverage data from connected sensors and the Internet of Things (IoT) will be able
9、 to make their IVAs smarter and faster. Similarly, the returns on investment in customer portals and self-service toolsets will be enhanced by the use of chatbots and IVAs, because more customers will be able to use the tools more often and more conveniently. In this sense, IVAs are best viewed as a
10、 foundational technology that offers substantial value on its own, but is most beneficial as it matures and is combined with other technologies, such as telematics and robotic process automation (see Figure 2). IVAs enable insurers digital strategies by complementing other technologies in support of
11、 end-to-end customer service and richer overall experiences.Telematics Expedited processing Handling responses to automated notifications and alerts Real-time communications5Customer experience of the future |6 | Customer experience of the futureIncreased efficiency IVAs improve efficiency by managi
12、ng repetitive tasks and addressing frequently asked questions. With back-end system integration, IVAs can be set up to record customer inputs, which maintains context throughout all interactions and reduces repetitive conversations. Integrated systems can also provide account-specific outputs instan
13、taneously, which provides an efficient and customized CX across all digital touchpoints. More sophisticated IVAs can handle entire processes, such as claims submissions or policy renewals and upgrades. This automation frees human resources in marketing, sales and customer service to focus on more complex inquiries and higher-value transactions, including those that l
