InsurTech - How to build a chatbot - Automate customer service


Overview - InsurTech - Automate customer service


AmplifyReach Catalyst Platform provides set of default workflow to explore the ease of building conversation and the power of AI-Chatbot.

InsurTech - Customer Service chat bots


InsurTech Bot - Automate Customer Service Request (No Code! required)


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This AI-Chatbot demonstrates the automation of customer support request workflows of the insurance industry. The support request automation includes policy soft copy and claim status. Similarly, automation of customer service workflows for different industries can be created with ease.

The insurance workflow starts with an UI control instead of an Intent and continues from there. In this demo, we will see how to handle situations when an information is not available with customer and we can still process the request by asking alternate information, similarly as a human agent would do.

Example:

We can fetch the soft copy information by asking for Policy Number. In case the customer doesn’t have policy number handy we can still fetch the information by registered mobile number for the policy and vehicle registration information. The same could be then extended to Engine number or Chaise number.

Bot identifies that the customer’s intent is to “book a flight ticket”. Location’s identified are from New York to Boston and for date it computes “next Saturday” from the current date.

Dissecting Conversation


Login and Launch My Conversation under Bot Studio
Login to https://apps.amplifyreach.com/catalyst/platform/

Launch My Conversations under Bot Studio

Launch "Default - Insurance CRM Bot" conversation


InsurTech - How to build Chatbot - Automate Customer Service - Part 1


InsurTech Bot - Automate Customer Service Request (No Code! required)


This workflow has been designed to identify the customer’s intent using an UI Control as part of the input parameter node with-in the conversation.

The workflow for this demo has been designed for fetching policy copy with combination of details which may be available with the customer. So, the assumption out here is we can fetch a soft copy of a policy with any two details of the three listed below:

  • Policy Number
  • Registered mobile number
  • Vehicle registration number

Depending on your business requirement, we can provide a set a combination of parameters which could allow us to fetch the policy details like

  • Registered email address & Policy number
  • Registered phone number & Policy number
  • Registered phone number with OTP verification & Policy number
  • Chassis and Engine number
  • And more

Soft copy with Policy number & registered mobile number

The next node after the choose workflow is a condition node, where we would be putting a check for customer’s selected intent.

Then we have two input parameters nodes for fetching the Policy Number and Registered mobile number details.

Once these details are fetched, we execute a Trigger node to validate and to email the copy of the policy to the customer. In this demo, we have assumed that a single trigger would validate and send an email copy to the customer. Depending on the business workflow and the backend system REST API’s these could be different triggers.

Then we show the final message node with greeting and confirmation of the completed request flow.


InsurTech - How to build Chatbot - Automate Customer Service - Part 2


InsurTech Bot - Automate Customer Service Request (No Code! required)


In this section, we are considering a scenario where customer doesn’t have policy number. In this case under the “Get Policy Number – Soft copy” conversation node we have added Jump to “Policy Number – Not Available” under condition “Jump To, Only When User Doesn’t Have Specific Details” as highlighted below.

This jump is triggered when the customer says something like “I don’t have” or “I don’t have policy number”. In this case, the workflow starting with node “Policy Number – Not Available” gets triggered.

This section of workflow collects Registered Mobile Number and Vehicle Registration Number to fetch the soft copy details of the customer’s policy.


InsurTech - How to build Chatbot - Automate Customer Service - Part 3


InsurTech Bot - Automate Customer Service Request (No Code! required)


The workflow for this demo has been designed for fetching claim status with claim number or policy number.

“Validate Input - Claim Status” node is a condition node, to validate customers selected intent. Once the customer has selected “Claim Status” from the menu, this workflow gets triggered.

In this flow, we collect the Claim number from the customer and using that Claim number we fetch the claim details and display the claim status. In this demo, we have not added the actual trigger for fetching the Claim details. The node “Fetch Claim Details” is where we should be adding trigger for the backend REST API to fetch the claim status.

Claim status with Policy number

In this section, we are considering a scenario where customer doesn’t have policy number. In this case under the “Claim ID - Claim Status” conversation node we have added Jump to “Claim Number – Not Available” conversation node under condition “Jump To, Only When User Doesn’t Have Specific Details” as highlighted below.

This jump is triggered when the customer says something like “I don’t have” or “I don’t have claim number”. In this case, the workflow starting with node “Claim Number – Not Available” gets triggered.

This section of workflow collects Policy Number to fetch the claim details for the customer.

Try Out Conversation


Please click on the Try Out button to launch the chat window where you can see your workflow in action.

Try out different statements and check which statements the Bot can identify and which it is not able to identify.

Play with the intent training examples to add examples which the Bot is not able to identify.

Tip: Please look at Debugging conversation for more details on Try Out https://www.amplifyreach.com/resources/chat-bot/debugging-conversation.html

Deploy Conversation


Deploy your conversation and add the widget code to your website. These simple steps can enable Bot on your site for customers.

Tip: Please look at Deployment documentation for more details https://www.amplifyreach.com/resources/chat-bot/deployment.html

Tip: To integrate Freshdesk, please look at documentation for more details https://www.amplifyreach.com/resources/chat-bot/freshdesk.html