How AI can help insurance companies to have better customer support
Sompo Insurance's
Sensei AI-Based Chatbot
In today's world, businesses are constantly looking for ways to improve their customer service, streamline operations and reduce costs. Sompo Sigorta, a leading insurance company in Turkey, recognized the need for a digital assistant that could help them solve customer inquiries through written channels. This case study outlines how Sompo Sigorta overcome this challenge and achieved significant success through the implementation of an AI-powered chatbot.
94%
Accurate understanding rate
25.000 conversations
on average monthly basis
98%
Resolve rate
Sompo Sigorta
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Sompo Sigorta is a subsidiary of Sompo Holdings, a Japanese insurance company that operates in over 30 countries worldwide. Sompo Sigorta offers a range of insurance products, including auto, health, home, travel, and business insurance.
Industry: Insurance
Company size: Enterprise > 1000 employees
HQ location: Istanbul, Turkey
Products & Services used
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Conversational AI engine
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Web Messenger
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Mobile App Integration
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The Problem Addressed
The rise of digital channels has led to an increase in customer inquiries through written channels, such as web forms, email, and social media. Sompo Sigorta recognized that they needed a digital assistant that could help them solve customer inquiries through these channels. The company faced several challenges, including:
The volume of inquiries: Sompo Sigorta receives thousands of inquiries each day, making it difficult to respond to each inquiry in a timely and efficient manner.
The complexity of inquiries: Insurance inquiries can be complex and require in-depth knowledge of insurance products and regulations.
The need for efficiency: Sompo Sigorta wanted to reduce costs and improve efficiency by automating simple inquiries and freeing up customer service representatives to focus on more complex inquiries.
" We can assist our customers 24/7 in all their processes through our digital platforms. Everything is excellent with this helpful team. Moreover, their CX and UX is just perfect fit for our requirements. "
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Gizem Karaer
Product Manager
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Solution
Sompo Sigorta implemented an AI-powered chatbot that uses natural language processing (NLP) and machine learning (ML) algorithms to understand customer inquiries and provide accurate responses. The chatbot was implemented on the company's website, mobile application, and internet insurance platform.
The chatbot was trained using historical customer inquiries and responses, as well as insurance-specific knowledge bases. The training data was continuously updated to ensure that the chatbot could handle new inquiries and adapt to changing customer needs.
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Achievements
The implementation of the chatbot resulted in several significant achievements, including: Improved efficiency:
The chatbot was able to handle a significant percentage of customer inquiries, freeing up customer service representatives to focus on more complex inquiries. On average, the chatbot was able to resolve 90% of inquiries without the need for human intervention.
Increased accuracy: The chatbot's understanding rate improved from 88% to 97% within a year of implementation, meaning that it was able to accurately understand and respond to a wider range of customer inquiries.
Reduced response times: The chatbot was able to respond to inquiries within seconds, significantly reducing response times compared to traditional customer service methods.
High resolution rates: The chatbot was able to resolve 99.73% of all inquiries it received, ensuring that customers received timely and accurate responses. Increased customer satisfaction: The chatbot received positive feedback from customers, with many stating that it was easy to use and provided helpful responses.
Conclusion
Sompo Sigorta's implementation of an AI-based chatbot has resulted in significant improvements in efficiency, accuracy, and customer satisfaction. By automating simple inquiries and freeing up customer service representatives to focus on more complex inquiries, Sompo Sigorta has been able to improve its customer service operations while reducing costs. The success of this implementation demonstrates the value of AI-powered chatbots in improving customer service operations in the insurance industry and beyond.
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