Insurer uses Nividous Smart Bots to allow Customer Service Automation
We have seen tremendous improvement in our performance metrics since deploying Nividous Smart Bots to automate the manual labor involved in the customer service operations. We plan to scale up the solution for other processes and expand the use of the Smart Bots for different departments.
VP, Service Desk Operations
A Leading Insurance Firm
Reduction in manual efforts
Reduction in turnaround time
Improved productivity
Industry
- Insurance
Processes Automated
- Customer case classification
- Batch jobs upload process
- Payment reconciliation
Automation Highlights
- Machine Learning utilized to understand and classify email content
- <2% routed for exception handling
- Easy scalability, allowing for definition of additional classifications in the future
Leading Insurance Firm
The client offers retail, commercial, personal, and rural insurance solutions to individuals and corporate accounts. A designated case manager previously spent over four hours manually identifying customer case type, classifying it into a specific category, and assigning it to an appropriate representative.
Nividous offered an intelligent automation solution to enable customer service operations and eliminate the client’s manual efforts by 90%.
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