In today’s digitized world, customers expect personalized, 24×7 resolution to their queries. As people increasingly become familiar with voice assistants like Siri, Alexa, or Google Assistant, customers, especially millennials and Gen Z, are demanding voice-enabled automation solutions. Google’s voice search demographics show that 27% of the global population with internet access used voice search in 2020. Progressive brands are aligning with this trend and introducing new-age technology solutions for the benefit of their customers.
ICICI Lombard General Insurance, India’s leading private-sector non-life insurance company, has been at the forefront of introducing technology-powered solutions for its customers across retail and corporate segments. In line with changing customer trends, it has launched a unique Voice Bot service, allowing its policyholders to instantly register their motor insurance claims. The Voice Bot is a highly advanced technology solution with state-of-the-art speech recognition capabilities to understand long narratives. It works on smartphones as well as feature phones. It has been tested in high-ambient noise situations and with different speech accents.
To avail of this convenient service, one simply needs to call ICICI Lombard’s helpline at 1800 2666 and select the relevant option to get connected to the Voice Bot. The Bot guides the customer through claim intimation via a web-based link sent through SMS. After receiving the SMS, the customer needs to provide the incident details in the link provided, after which the Bot registers the claim and instantly shares the claim number. In the coming days, the Bot will be enabled to facilitate customers in uploading claim documents and submitting an e-form. The conversational interface reduces the chances of errors in typing and navigation.
This platform has been launched in English and will soon be available in Hindi and Tamil, along with other languages. The vision is to bring this technology-enabled facility to a majority of Indians, allowing them to interact with the Bot in their native language.
The solution has been deployed on AWS Cloud, with access to all marketplace solutions to enable continuous innovation and improvement. The success rate of every interaction is measured, and continuous changes are made to enhance the customer experience.
Commenting on the launch, Girish Nayak, Chief – Service, Operations & Technology at ICICI Lombard, said, “At ICICI Lombard, we strive to be at the forefront of harnessing technology for the benefit of our customers. In line with this approach, we are happy to have unveiled our Voice Bot-activated motor insurance claim approval solution. In the new hybrid world, where contactless solutions are the norm, this service will empower our customers to register their motor claims instantly and from the safe environment of their homes.”
ICICI Lombard has been using the underlying Voice Bot technology for a wide range of use cases, including automated medical underwriting for people with pre-existing conditions and assisting customers during the renewal of their health insurance policies.
For an industry that traditionally thrived on physical interactions and a brick-and-mortar presence, the past few years have redefined the customer journey, accelerated by the pandemic. ICICI Lombard has spearheaded digital transformation in its endeavor to deliver ‘best-in-class’ solutions at every step of the customer journey, from purchasing an insurance policy to hassle-free claim approval. The company continues to develop technological solutions that make it easier for its clientele to avail themselves of insurance solutions to secure their health and personal assets.
