Innovation Project Summary Cookhouse Lab
Artificial Intelligence in the Claims Process
Chatbots provide a huge potential to improve customer service, engagement, sales and real-time access to information.
How can an automated AI chatbot be used to simplify claims submission process, remaining easy and intuitive to use?
Claims – an unpleasant customer experience. Can chatbots make customers happy?
The Current Claims Management Experience Pain Points
SAY & DO
THINK & FEEL
Can a chatbot make a customer happy?
Can AI help us service clients more efficiently?
With millennials being the next generation and major target market, as an industry, we need to stay current with their service expectations.
A timeline with possible ideas and features that can be implemented today and into the future.
The final output of the project was a Portfolio Solution that included three different products.
As the sprint was two weeks, our chatbot scope was limited to initiating a claim and starting the FNOL (First Notice of Loss) process with the gathering of information.
Testing results showed that AiiA was intuitive and interactive for the simple straightforward scenario that we designed.
We challenged each other to find new ways to educate AiiA for continued growth and future development. Collaboration continued in the testing stages to review and iterate the flow with enhanced customer experience as our goal.
Once client has authenticated by signing in, the bot has access to the policies that are linked to him and interacts accordingly to what is available to choose from.
AiiA gives simple options to go through step by step in order to initiate a First Notice if Loss. With user-friendly choices to click on in order to guide the client through the process. It also allows to capture the details of the claim.
Can set up an infinite number of claims at the same time.
Information gathering of all claim details.
Launches a digital process that reduced cycle times by up to 70%.
Increases profitability for all the stakeholders.
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