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News : ICICI Lombard Introduces Digital Voice Agent to Track Claim Status

#contactcenterworld, @Skit_ai

Mumbai, India, Sept, 2022 -- ICICI Lombard, a private non-life insurance company, launched an AI-powered digital voice agent in collaboration with Skit.ai, an AI-based SaaS voice automation platform.

The new feature will assist customers with the status of their insurance claims for health and motor insurance policies. "Since motor and health insurance constitute around 75 per cent of our portfolio, we have kept our focus here," said Vasundhara Bhonsle, Head of Customer Support at ICICI Lombard.

The voice agent will help in simplifying the complex process of seeking claim status while focusing on customer experience and empathy. Bhonsle told BusinessLine: "One of our most complicated processes is when the status has to be updated for customers who call us when they have lodged a claim with us. It was one of our higher volume drivers in the call centre."

Lombard’s target is to improve the customer experience on the platform, achieve up to 30 per cent call containment, and enable up to 28 per cent savings in contact centre costs. The digital voice agent will effectively reduce the average call handling time, improve call containment rates, and automate customer interactions through intuitive, human-feeling dialogue, Bhonsle added.

"Voice automation and intelligence have the potential to transform and bring about strong foundational changes within the customer experience space. Voice is the future of interface between customers and businesses, and with Skit.ai’s advanced SaaS-based Voice AI solution, ICICI Lombard will be able to deliver improved customer services," said Sourabh Gupta, CEO, and co-founder, Skit.ai.

The augmented voice intelligence platform is integrated with ICICI Lombard’s customer relationship management (CRM) systems. It will enhance the speed, accuracy, and ease of conversation. The company said that customers can get updates on the status of their claims in under a minute.

Girish Nayak, Chief of Service, Operations and Technology, ICICI Lombard said, "With our digital transformation strategy, we have set out to deliver on this promise with an intelligent digital voice agent that cuts down on customer wait time and holds empathetic conversations."

#contactcenterworld, @Skit_ai

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.thehindubusinessline.com


About Skit:
Company LogoSkit is Bengaluru-based artificial intelligence (AI) startup.
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Today's Tip of the Day - What Type Of Relationship Do You Want?

Read today's tip or listen to it on podcast.

Published: Monday, September 19, 2022

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2024 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
Pointel

CCaaSSync – Contact Center Disaster Recovery Solution
CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure.

Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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