Introduction
A leading insurance service provider in the United Arab Emirates (UAE), a pioneer in their industry, wanted to take the lead and employ an AI-powered virtual assistant for their customer service. However, they wanted a solution that would be intuitive, empathetic, and display a human-like intelligence in responding to standard queries while also being easy-to-use and remaining entirely in their control.
The Challenge
The organization was Al Wathba National Insurance Company, whose customer inquiries were increasing by the day. They offer several insurance products, each requiring different responses, checks, and document validation. Hence, most of the employees were held up in routine, mundane, and time-consuming tasks. If the employees were relieved of such tasks, they would be free to resolve complex queries and devote their time to further advantageous pursuits for the betterment of the organization. This was the prime reason they wanted to implement a virtual assistant for their WhatsApp and web portals.The Solution
All the cases that caused delays were almost wholly transferred to the AI-powered virtual assistant, CogniAssist, which could handle a higher number of queries in a shorter time without any of the errors that occurred where human customer service representatives were involved. By choosing an on-premise installation, AWNIC ensured greater control and flexibility in operations. Also, Cogniwide helped AWNIC shift to the platform in record time, thereby saving a considerable amount of time and money, giving them an edge over other competitors in the market. Furthermore, the solution, being of the low-code no-code category, needed only minimal training for the staff, after which they could add/remove/ modify use cases as and when required.
What it does
As soon as a customer messages over WhatsApp or the chatbot on their website, the AI-Virtual assistant responds with all the products available – such as motor insurance, visitor health insurance, and such. Once the customer responds with the option they want information about, the virtual assistant returns with appropriate responses and even can ask for document uploads wherever necessary. If the customer is content with the answer, the query is closed. However, if the customer inquiry is complex, requiring a human to intervene, then the entire conversation, along with the history of the customer, is handed over to a human agent seamlessly so that the customer faces no delay. Additionally, CogniAssist detects the customers' sentiments and has a reporting function to spot the latest market trends faster than the competition.
The Results
A 500 percent increase in the usage of a virtual assistant within eight months of inception is no easy feat. Yet, those were the results that AWNIC saw after implementing CogniAssist. Seventy-two percent of their tasks were automated. Along with a 36 percent lead conversion, the organization seems poised for a hockey-stick growth trajectory – faster than they could have imagined with a human-only customer service desk.
The Way Ahead
After web and WhatsApp, AWNIC intends to implement the solution for their social media channels as well. With a surge in customer numbers and interactions, the organization hopes to automate several more time-consuming scenarios all by themselves – for CogniAssist is that simple to use.
Reach out to us reachus@cogniwide.com to overcome these challenges through our consultation, Solutioning and Implementation of AI solutions & API management platform for your enterprise.
Click here to read more in detail about how CogniAssist helped AWNIC overcome its challenges in customer query resolution.
