In today’s digitized world, customers expect personalized, 24×7 resolution to their queries. As people increasingly get 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 shows that 27% of the global population with access to internet used voice search in 2020. Progressive brands are aligning to 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 the 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 and has state-of-the-art speech recognition capabilities to understand long narratives. It works on smart phones as well as feature phones. It has been tested in high ambience noise situations and with different speech accents.
To avail this convenient service, one needs to simply 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 in claim intimation through a web-based link which is sent via SMS. After receiving the SMS, the customer needs to provide the incident details in the link provided, post which the Bot registers the claim and shares the claim number instantly. In the coming days, the Bot will be enabled to facilitate customers to upload claim documents and submit an e-form. The conversational interface reduces the chances of error in typing and navigating.
This platform has been launched in English and will soon be available in Hindi and Tamil as well, apart from other languages. The vision is to bring the technology enabled facility to majority of Indians, who can interact in their native language with the Bot.
The solution has been deployed on AWS cloud, with access to all marketplace solutions to constantly innovate and improve. The success rate of every interaction is measured, and continuous changes made to improve customer experience.
Commenting on the launch, Girish Nayak, Chief – Service, Operations & Technology, 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 home.”
ICICI Lombard has been using the underlying Voice Bot technology in a large number of use cases including automated medical underwriting for people with pre-existing conditions and assisting customers during renewal of their health insurance policies.
For an industry that hitherto thrived on physical interactions and 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 endeavour to deliver ‘best-in-class’ solutions at every step of the customer journey, right from buying an insurance policy to hassle-free claim approval. The company continues to build technological solutions that make it easier for its clientele to avail insurance solutions to secure their health and personal assets.