Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

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.
Company RSS Feed   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Support

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

Published: Monday, September 19, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Visual Communications

 
1.) 
Premium Listing
SJS Solutions

Optymyse - Digital Employee Engagement
Optymyse is a completely new way to empower, engage, motivate and retain your contact centre, call center and helpdesk agents. Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people and is focussed on improving mental health, wellness, wellbeing, motivation, happiness and reducing stress in the workplace.


2.) 
TeamViewer

Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 

About us - in 60 seconds!

Submit Event

Upcoming Events

17th Annual NEXT GENERATION BEST PRACTICES CX & CC Conference & Expo aimed at those who operate in North and South Americas, Europe, Middle East & Africa, Asia Pacific will help you with award-winning strategies and tactics from the best in the regio... Read More...
 5934 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =