Description:

In the era of unprecedented advancements in AI, it has become imperative for organizations to ensure seamless human-computer interactions for their consumers. Enterprises therefore need a reliable and expert partner who can open the door to the new age of customized intelligent conversations.

Key Industry Trends

· According to Forrester, an estimated 53% of support teams have witnessed increased support queries since the pandemic

· Juniper Research predicts that 70% of customer conversation will be managed & addressed by conversational AI chatbots by the end of 2023.

Challenges

· Inconsistent customer experience with multiple channels that do not resolve queries in a go.

· Manual activities after call wrap up process resulting in insurance companies incurring higher operational costs.

· Complex technology interfaces which increase call handling times for agents.

· Inefficient processes causing customers to repeat request and information at multiple checkpoints.

· Customers have limited access to round the clock support in multiple languages.

· Influx of calls to contact centers leading to increased agent burnout and churn, especially during times of new rollouts.

Solution

Our Intelligent Agent Assist solution powered by Azure Open AI enables agents during calls to provide real time response through access to relevant information at hand which is made available in easy-to-consume format. The GPT integrated with search functionality further adds to the agent’s ability to effectively answer customer query in time. In case the customer shares PII data, an additional layer of NER model gets activated to scrub off the details ensuring the security and privacy of customer information.

Our solution continues to assist the agent post call with the automated summarization of call transcripts along with draft email template to be sent customer thereby reducing the manual time-consuming effort required post call.

Key Highlights

· Vector DB supported by Azure Cognitive Search

· GPT integrated with search

· PII data masking with Presidio

· Confidence score on context relevancy of response

· Source origins of the generated response

· Human feedback in loop

· Abstract model based contextualized summary

· Draft email template with humanised empathetic tone

· Support of Natural Language / Semantic Search

Benefits

Brillio’s Intelligent Agent Assist creates tangible business value in terms of increased revenue and reduced costs for insurance service providers by way of delivering continuous customer delight

· Increased customer loyalty and retention resulting in higher CSAT

· Enhanced agent productivity with real time access to huge information repositories and repetitive task automation

· Decreased average handling time per customer inquiry allowing flexibility to scale without a proportional increase in human resources

· Reduced fraud with enhanced customer data security and privacy