A global insurance provider has over 300,000 users accessing its customer and claims database at any given time. To improve its overall customer experience when submitting enquiries and claims, as well as help them track the status of their request, Nexify was brought on to create a more responsive claims submission system that made these procedures quicker and more efficient for both agents and customers. The challenge was to create an interactive yet also a more secure method to receive customers’ enquiries—which could contain sensitive personal information—that would automatically return the correct answer.
We derived Nexify’s Chatbot solution from NEXCHAT, our secure IM platform that meets SFI requirements to protect sensitive information. The insurance company integrated the Chatbot with its backend application systems such as CRM, internal records system and claims management system. Customers can access their account details and review their policies from anywhere at any time. Besides, the Chatbot can retrieve the up-to-date information such as panel doctor list from knowledge base upon customer request.
Nexify’s system created a guided workflow that supports the company’s daily operations to fulfil their standard procedures. The guided workflow also provides dynamic action buttons best fits for always changing process. The Chatbot responds automatically to customer enquiries 24×7 in Traditional and Simplified Chinese as well as English.
Using chatbot to provide a guided workflow for data capturing and report generation. It will retrieve the available options from internal application systems to relevant options for customers to choose. Chatbot simplifies the application procedure and assists customers to complete the claim form efficiently.
CHATBOT significantly reduced the workforce required to process routine responses. It enabled staff to focus on increasing their productivity. Also, the fully digitised claims process encourages a paperless workflow that is both environmentally friendly and quicker.
Customers could now receive fast, automatic and accurate responses to their enquiries, at any time of day from anywhere. With CHATBOT’s guidance, they could electronically submit claims and track its status online. The result is a better user experience that enhances the company’s brand image.