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AI is Changing the Face of Agent-Customer Interactions

4 minutes, 58 seconds read

Keeping up with the ever-changing behavior of consumers is hard for businesses of all sizes. Especially in times like these where technology is regularly evolving, people have high expectations for personalization, service, responsiveness, and delivery. 

To meet these expectations, companies are adopting the use of Artificial Intelligence along with human intelligence. Statistics revealed that IT spending of Insurance companies for AI has increased from 76 million in 2016 to 751 million in 2021 US Dollars. Which is indeed a big revolution. 

And why not, we are in an era where contact channels are expanding rapidly, and the amount of data created – both structured and unstructured are mountainous. Organizations are drowning in data, but starving for actionable insights. 

This adaptation has bridged the gap between businesses and customers that is more efficient and impactful than ever before, and interaction with a vast customer base has become a cakewalk.

Before digging into how AI is changing the way agents or businesses interact with customers, let’s first clear primary public concern. 

Debunking The Biggest Myth

“Successful Agent – Customer Interactions will have AI working with humans, not replacing them.”

While AI is a boon for businesses, some people consider it a negative change that may take over humans’ jobs. But the reality is that AI can help reduce the monotonous tasks and workload of multiple staff members and often do it faster and more accurately.

Read: 5 Reasons why Customer Service Chatbots are the Need of the Hour

Valar Afshar, chief digital evangelist at salesforce quoted “AI allows companies to deliver these smarter, more personalized and predictive experiences that customers have come to expect, but the human touch is still table stakes for customer success.” 

In other words, human interference isn’t and will never be over, and people will not be losing jobs to AI. However, the mode of operation will be modified, and humans will have to work hand-in-hand with artificial intelligence to achieve customer’s expectations. 

How AI Is Aiding Agent and Customer Interactions

Customers’ satisfaction is an integral factor. A brand is being judged on behalf of it. Therefore, it becomes extremely crucial to have an excellent service that connects your agents with customers smoothly. And AI-powered customer service is something that has the potential to do this.

Let’s roll down to some significant positive changes AI has made in the customer interaction processes:

  1. AI for Hyper-Personalization

Hyper-personalization leverages AI and real-time data to deliver content that is relevant to a customer in no time. It eliminates the traditional way of agents to think, waiting on hold for a phone call, or clicking through tons of pages to find the right info. 

Based on the historical data stored, AI serves a personalized experience and eliminates all the pain points in a customer journey. Hyper-personalization focuses on 3Rs- Right products, at the Right time through the Right channels. Therefore, a lot of insurance companies are adapting this to deliver the right products at the right time through the right channels.

  1. AI for Capturing Customer’s Intentions

“Predicting the future isn’t magic, it’s artificial intelligence.” – Dave Waters 

Artificial Intelligence helps insurance businesses in detecting the intent of the customers based on their behavior and gives actionable insights to the agents. It maps and analyzes the current customer journey to understand the touchpoints and experiences that customers have with your brand — from discovery, presales, sales, customer service, and beyond. 

AI uses billions of data points to systematically develop customer’s personas. Which help agents to:

  • Match customers to the packages they’re more likely to opt
  • Display the most relevant content and apt answer
  • Save time and make a hassle-free customer experience
  1. Enhanced and Errorless Lead Management

It’s a human tendency to make errors. Therefore, it is often possible for agents to fail to take follow-ups and keep regular contact with potential customers. 

However, if Artificial Intelligence backs your representatives, the case would be completely different. AI can aid representatives by sending out relevant messages to a lead via emails or text messenger in a timely cycle. Thus, the sales team can focus more on qualified leads that require full human interference, and the AI takes care of the rest. 

In simple words, Artificial Intelligence is improving the way we engage and nurture our leads, and make follow-up easy in a regular fashion.

  1. AI in Fraud Detection 

As per the studies, the insurance industry collects over $1 trillion per year and the cost of insurance fraud is estimated to be $40 billion every year. Therefore, it becomes extremely important for insurance companies to dodge frauds.

 With the help of AI, the insurance companies or agents can analyze historical data of genuine customers and identify a set of patterns. This pattern can be used to detect fraud at an early stage and prevent them before making a big loss. Moreover, the technology can also help you in deep dive into a sea of data and unlock hidden insights.

  1. Claims Management with AI

AI empowers agents to streamline the end-to-end process for claim management. With the minimal management of humans, AI can efficiently manage all the processes from data capture, settlement creation, authorization and approval, payment tracking, salvage and recovery tracking, legal matter processing to communication management

Moreover, the AI-based bots can review the claim, verify policy details, check for fraud, and process payments, making the claims process faster and efficient. 

The Final Brew 

So far, we have seen many ways in which AI and automation can influence agents and businesses to keep the graph growing. One major thing to keep in mind is that Artificial Intelligence is not here to replace humans but to work along with them and make things more productive. 

AI is smart enough to compile and find information quickly but struggles to replace real human relationships. Therefore, It’ll create more opportunities for us to do and manage things in a better way.

Like any other leading business and the giants like Google, Uber, and Amazon, you should also embrace Artificial Intelligence to please your customers and workforce. The more efficiently you connect and help customers, the more they’ll do business with you, and the churn rate will be reduced.


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Enhancing digital patient experience with healthcare chatbots

5 minutes read

Chatbots are fast emerging at the forefront of user engagement across industries. In 2021, healthcare is undoubtedly being touted as one of the most important industries due to the noticeable surge in demand amid the pandemic and its subsequent waves. The Global Healthcare Chatbots Market is expected to exceed over US$ 314.63 Million by 2024 at a CAGR of 20.58%.

Chatbots are being seen as those with high potential to revolutionize healthcare. They act as the perfect support system to agents on the floor by providing the first-step resolution to the customer, in terms of understanding intent and need, boost efficiency, and also improve the accuracy of symptom detection and ailment identification, preventive care, feedback procedures, claim filing and processing and more.

At the outset of the COVID-19 pandemic, digital tools in healthcare, most commonly chatbots, rose to the forefront of healthcare solutions. Providence St. Joseph Health, Mass General Brigham, Care Health Insurance (formerly Religare), and several other notable names built and rolled out artificial intelligence-based chatbots to help with diagnostics at the first stage before a human-human virtual contact, especially while differentiating between possible COVID-19 cases and other ailments. The CDC also hosts an AI-driven chatbot on its website to help screen for coronavirus infections. Similarly, the World Health Organization (WHO) partnered with a messaging app named Ratuken Viber, to develop an interactive chatbot for accurate information about COVID-19 in multiple languages. This allowed WHO to reach up to 1 billion people located anywhere in the world, at any time of the day, in their respective native languages.

For Care Health Insurance, Mantra Labs deployed their Conversational AI Chatbot with AR-based virtual support, called Hitee, trained to converse in multiple languages. This led to 10X interactions over the previous basic chatbot; 5X more conversions through Vanilla Web Experience; Drop-in Customer Queries over Voice Support by 20% among other benefits.

Artificial Intelligence’s role in the healthcare industry has been growing strength by strength over the years. According to the global tech market advisory firm ABI Research, AI spending in the healthcare and pharmaceutical industries is expected to increase from $463 million in 2019 to more than $2 billion over the next 5 years, healthtechmagazine.net has reported. 

Speaking of key features available on a healthcare chatbot, Anonymity; Monitoring; Personalization; collecting Physical vitals (including oxygenation, heart rhythm, body temperature) via mobile sensors; monitoring patient behavior via facial recognition; Real-time interaction; and Scalability, feature top of the list. 

However, while covering the wide gamut of a healthcare bot’s capabilities, it is trained on the following factors to come in handy on a business or human-need basis. Read on: 

Remote, Virtual Consults 

Chatbots were seen surging exponentially in the year 2016, however, the year 2020 and onwards brought back the possibility of adding on to healthcare bot capabilities as people continued to stay home amid the COVID-19 pandemic and subsequent lockdowns. Chatbots work as the frontline customer support for Quick Symptom Assessment where the intent is understood and a patient’s queries are answered, including connection with an agent for follow-up service, Booking an Appointment with doctors, and more. 

Mental Health Therapy

Even though anxiety, depression, and other mental health-related disorders and their subsequent awareness have been the talk around the world, even before the pandemic hit, the pandemic year, once again could be attributed to increased use of bots to seek support or a conversation to work through their anxiety and more amid trying times. The popular apps, Woebot and Wysa, both gained popularity and recognition during the previous months as a go-to Wellness Advisor. 

An AI Wellness Advisor can also take the form of a chatbot that sends regular reminders on meal and water consumption timings, nutrition charts including requisite consultation with nutritionists, lifestyle advice, and more. 

Patient Health Monitoring via wearables 

Wearable technologies like wearable heart monitors, Bluetooth-enabled scales, glucose monitors, skin patches, shoes, belts, or maternity care trackers promise to redefine assessment of health behaviors in a non-invasive manner and helps acquire, transmit, process, and store patient data, thereby making it a breeze for clinicians to retrieve it as and when they need it.

Remote patient monitoring devices also enable patients to share updates on their vitals and their environment from the convenience and comfort of home, a feature that’s gained higher popularity amid the pandemic.

A healthcare chatbot for healthcare has the capability to check existing insurance coverage, help file claims and track the status of claims. 

What’s in store for the future of chatbots in Healthcare? 

The three main areas where healthcare chatbots can be particularly useful include timely health diagnostics, patient engagement outside medical facilities, and mental health care. 

According to Gartner, conversational AI will supersede cloud and mobile as the most important imperative for the next ten years. 

“For AI to succeed in healthcare over the long-term, consumer comfort and confidence should be front and center. Leveraging AI behind the scenes or in supporting roles could collectively ease us into understanding its value without risking alienation,” reads a May 2021 Forbes article titled, The Doctor Is In: Three Predictions For The Future Of AI In Healthcare. 


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