Artificial intelligence in the next generation IVRs
Taking the user experience to a new level
The insurance company ITAS is used to receiving a large number of calls to its customer care call center. The ongoing reasons why customers were reaching out were often repetitive: some called to learn information on a payment, some to receive the liquidator's telephone contact, some others to find out the status of a claim.
With the resources available, we were able to take care of just about half of the requests. Today, thanks to our new voice assistant, our response capacity has reached 80% and thanks to a more efficient communication flow, our customer care team is providing specialized answers to more complex issues.
Director Of Operations at ITAS
Designing natural voice experiences
Indigo.ai, in collaboration with IFM - ITAS’s contact center supplier - created a voice assistant capable of managing all telephone traffic concerning requests for information on claims. The assistant is fully integrated with ITAS services and is therefore able to give detailed information on claims to customers who request it and, in pre-established cases, to pass to the operator all the information already collected during the call with the customer.