chatbots in if insurance - story of emma & co › wp-content › uploads › 2019 › 03 ›...
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CHATBOTS IN IF INSURANCE -STORY OF EMMA & CO
14.3.2019Asko Mustonen, Head of Robotics
IF IS THE LARGEST P&C INSURANCE COMPANY IN THE NORDICS
IF HAS A LONG HISTORY IN DIGITILAZATION AND AUTOMATION
IF HAS STARTED UTILIZING CHATBOTS AND ROBOTICSSINCE 2017
Chatbot / Speech UI
Robotic Process Automation(RPA)
Human Agent
CHATBOTS AND ROBOTICS HELP HUMAN AGENTS TO CONCENTRATEINTO MORE CHALLENGING TASKS
@AskoMustonen
CUSTOMER facing conversational UI that utilizes natural language to some degree to understand human intents
CHATBOT – WHAT IS IT?
INITIAL USECASE FOR CHATBOTS IN IF
”COULD A CHATBOT HELP OUR CUSTOMERS TO FIND RIGHTINFORMATION OR SERVICE 24/7?”
@AskoMustonen
IF CHATBOT JOURNEY SO FAR AND LEARNINGS
CHATBOTS BECAME A PART OF SERVICE OFFERING IN IF FINLAND 2017-330 000 CHATBOT CONTACTS RECEIVED UNTIL 1/2019!
alvar
Emma suvi
7.3.2017
10.8.2017
13.9.2017
18 000 chatbot contacts in com
60 000 chatbot contacts in
internal support
270 000 chatbot contacts in
private
@AskoMustonen
TRANSFORMATION DURING 2017 – CHATBOT EMMA HANDLED UP TO 70% OF CHAT VOLUMESAND TOTAL CHAT VOLUMES INCREASED
Increasing emma visibility and offering gradually
training of new content and ai continuously
@AskoMustonen
CHATBOT DEVELOPMENT AND MAINTENANCE REQUIRES IF SERVICE PROFESSIONALS- REGARDLESS WHICH VENDORS ARE USED
IF CHATBOT JOURNEY SO FAR – CASE VIDEO@AskoMustonen
CHATBOT POSITIVE CUSTOMER FEEDBACK IS OFTEN REALTED TO SPEED, AVAILABILITY AND POSSIBILITY TO GET SERVICE 24/7
” Tämä oli kiva yllätys kiireinen perheenäiti joutui selvittää onko autovakuutus voimassa virossa ja sain vastauksen heti ilman että tarvitsi kaivaa tietoa sivuilta ihan mahtavaa”
” Helpottaa säilyttämään palvelun kustannustehokkuuden ja tavoitettavuuden myös hankalina ajankohtina.”
” siis tää robohan oli ihan hyvä mutta itse luulin ensin että täällä on oikea henkilö vastaamassa hinta kyselyihin yms mutta nopeeasta vastauksesta tajusin että robootti vastaa hyvä juttuhan tämä on”
”Nopeuttaa asiointia ja parantaa tavoitettavuutta kellonajasta riippumatta.”
”selvä asia ja robotti ymmärsi että tarvitsen asiatuntijaa”
” Emma antoi minulle ohjeet mistä hakea asiaan liittyvää lisäinfoa, mitä en olisi muuten osannut hakea.”
@AskoMustonen
VALUE OF CHATBOT EMMA TO CUSTOMERS AND IF
• Wider service hours for customers in general matters
• Faster service, no queuing
• Customer directed to right channel and service – less transfers
• Human agents can concentrate on handling more challenging customer questions and making sure customers are correctly insured
@AskoMustonen
”SOUNDS GREAT BUT IS THIS ENOUGH?”
Source: TEKOÄLY ASIAKASPALVELUKANAVANA Asiakkaan käyttöpreferenssin muodostuminen tekoälyä hyö- dyntävässä asiakaspalvelussa . Pirilä (2018), Master’s thesis
CHATBOT NEEDS TO WORK TECHNICALLY, TO BE ABLE TO SOLVE THE PROBLEM, BUT ALSO TO BE EMPHATIC IN ORDER TO BECOME A PREFERRED CHANNEL #SUPERIORAIEXPERIENCE
Customer are rather satisfied with Emma
They are not –however – ready to
prefer it over humans
Problem solving capability has a
significant role in customer satisfaction
– without the “intelligence” there is
no customer satisfaction
With decent problem-solving capabilities, AI
is able to obtain satisfied customers.
Only superior AI customer experience is able to achieve high continuous usage and preference – loyalty.
@AskoMustonen
CHATBOT SHOULD RECOGNIZE THE CUSTOMERS PERSONAL NEEDCOMPLETE CONVERSATION OR TRANSFER TO HUMAN AGENT OR TO RPA ROBOT TO COMPLETE
THE PROCESS SEAMLESSLY
@AskoMustonen
Chatbot / Speech UI
Robotic Process Automation(RPA)
Human Agent
CHATBOTS AND RPA HELP HUMAN AGENTS TO CONCENTRATE INTO MORE CHALLENGING TASKSAND CAN ALSO ENABLE FASTER BUILDING OF NEW DIGITAL SERVICES
@AskoMustonen
CHATBOT EMMA IS AN EXAMPLE OF WIDE CHATBOT AND IF MOTOR CLAIMS CHATBOT EXAMPLE OF DEEP
Wide conversations allow users to provide almost any input and the bot can provide a reasonable answer.
This often is relevant for a FAQ and uses machine learning
algorithms
Deep conversations guide a user trough a
process.
Provide some flexibility but often quite narrow (sales
process, claims process)
@AskoMustonen
CHATBOTS COMPLEMENTING EACH OTHER SHOULD OFFER A SEAMLESS CONVERSATIONAL CUSTOMER EXPERIENCE - ALSO IN MOBILE
@AskoMustonen
HOW TO GET STARTED WITH CHATBOTS
FIRST – NOT EVERYONE NEEDS A CHATBOT1. Be brave and think outside the box 2. Human vs. Chatbot3. Teaching a chatbot is an everyday task4. Count the pros and cons in euros5. Find the right partners
@AskoMustonen
TRAINING A CHATBOT IS CONTINUOUS WORK AND THERE ARE MULTIPLE PLATFORMS TO CHOOSE FROM
@AskoMustonen
YOU CAN BUILD YOUR OWN BOTS USING OPEN SOURCE TOOLS
@AskoMustonen
https://www.lemonade.com/
WE ALREADY HAVE INSURANCE COMPANIES BASING THEIR CUSTOMER INTERACTION ONLY ON BOTS
https://www.hedvig.com/en@AskoMustonen
”BEST INSURANCE SERVICE IS A SMARTCOMBINATION OF ARTIFICIAL AND EMOTIONAL
INTELLIGENCE”
@AskoMustonen
[email protected]/AskoMustonen
linkedin.com/in/askomustonen/+358 50 374 5762