AI Automated services deliver value

Identify and Verify (ID & V) customers

This can have a significant return on investment(ROI) to any business that has high call/contact volumes. Using a Voice Bot or Chat Bot to ask the relevant questions to pass or fail ID & V. Once completed the call handler is notified before being connected to the client, with the relevant customer record displayed. The ROI is significant, looking at a salary £28,000 a year and average call lengths of 12 minutes, there will be a cost saving per year of over £1,000 per agent. In addition to this there is huge potential for savings around compliance and the ability to introduce levels of self-service within the call flow.

Insurance industry personal line products mid-term adjustments (MTA’s)

In the insurance industry personal line products can generate mid-term adjustments (MTA’s). This is when a customer needs to make a change to an insurance policy. These could be name and address change, change of car, change of holiday date and many more. Some MTA’s have to be approved by the underwriter and sometimes generate a cost, many do not need to. Allowing customers to contact the business via WhatsApp, Voice Bot or Webchat to make these changes without the need to speak with an agent will generate significant ROI’s.

AI assisted journeys

Your customer is without an important service or asset and they are busy juggling their work day. Trying to connect for a real-time conversation can be very hit or miss. To solve this ContactOne built a customer journey and work flow to allow customers to self-service through WhatsApp.

We built a link/API (Application Programming Interface) to the operational support system (OSS) . The client enters all of the information required, the information is then processed and the data is passed to the fulfilment to deliver the service. There were clear benefits and ROI, customers could respond within a 24 hour window, agents saved time in not having to repeatedly follow up customers who were not available. Some manual input tasks were reduced and real time management information was enabled.