Learn how the top Insurance companies are using AI to solve their customer challenges

Download our FREE use-case guide to learn:

How AI increases revenue and reduces churn 

How customers can manage policies, create claims and schedule call backs using AI

How to use AI to turn contact with customers into sales opportunities

3 benefits of Virtual Agents in Insurance:


This is done by reducing the calls in and automating end-to-end processes.

Leading to increased retention and Lifetime Value (LTV).


Reduce online dropout and promote up-sell and cross-sell at every opportunity.


Improving your customer satisfaction


Reducing customer service costs


Increasing revenue

We plug into

Your own custom-built software 

Conversational knowledge bases

Use case 1

Problem

Customers often quickly struggle to find the information they need in knowledge bases or static FAQs. 


A Virtual Agent that stays with the customer through the whole journey. 

Automate FAQs and basic troubleshooting through Artificial Intelligence

Cut repetitive questions to your contact centres  

Increase your NPS scores

Solution

When called upon it is able to assist the customer with the right information at the right time.


Key benefits

Reduces the volume of calls by up to 50-70% for general queries

Allows you to respond to customer queries 24/7 in whichever language your customer speaks


Provides the foundation to build automated customer service processes


Reduce the operating cost of a call-centre


Make every contact a potential sales opportunity


Use case 2

Problem

As more customer interactions occur offline there are fewer opportunities for a human to upsell and cross sell products


Never have an off day - using AI and historical data, EBO’s Virtual Sales Agent’s are able to detect the potential for cross-selling or up-selling of products


A Virtual Sales Agent can be plugged into other dialogues in order to sell additional products and policies. It collects demographic data and builds propensity models to personalise the sales journey 


Solution

Enable your customer to manage their own policies

Use case 3

Problem

Customers are often unable to manage their policy online


3 main benefits

Increase your Net Promoter Score (NPS)


Reduced inbound call and live chat volumes


Creates x-sell and upsell opportunities


Managing a policy

Solution

Implement a Virtual Agent who can first authenticate and then help customers self-serve the changes they need to make to their policies.


This is all done without the need to revert to calling in via a phone. 

Renewing a policy

Cancelling a policy


 Helping a customer make a claim

Use case 4

Problem

The cost of managing claims is a key cost centre, and one where automation can deliver significant benefits.


Start the claim's process through a Virtual Agent on your website or from a Social Media channels such as Facebook. 


Use a Virtual Agent to capture the initial claim data and documentary evidence. 

Solution

The Virtual Agent can compile and validate the data, before handing it over to your claims centre, whilst setting clear expectations with the customer.


Other use cases

Scheduling a call back

Cancelling a policy

When a Virtual Agent is unable to resolve a customer's query or issue, and agents are offline, the VA schedules a date and time with the customer to be called by an agent. 


Benefits include:

  • Workflow efficiency in operations
  • Reduced inbound call volumes
  • Increased CSAT/NPS

Use a Virtual Agent to catch your customers before they’ve made the final decision to cancel.

Benefits include:

  • Reduced call volumes
  • Reduced churn
  • Increased CSAT/NPS


Insurance companies are a pivotal stage of the industry's development. AI technology is starting to disrupt the orthodox nature of business processes. MAPFRE Middlesea is a customer-centric organisation and we continually seek new and better ways to serve our customers. We've chosen EBO.ai as a partner to help us adopt innovative technology that allows us to scale and deliver services more efficiently and effectively for our customers. 

Head of Technology Solutions & Digital

Peter Bugeja

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