Secure and Efficient Policy Information Retrieval: A Case Study with Gen AI
Zelite Solutions introduced an AI-powered virtual agent for a US insurance company, enhancing security, efficiency, and customer experience. With secure authentication and personalized interaction, the virtual agent streamlines information retrieval, reducing wait times and offering tailored responses based on individual policies.
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This case study explores a Proof-of-Concept (POC) developed by Zelite Solutions for a US-based insurance company. The POC demonstrates the effectiveness of an AI-powered virtual agent in streamlining and securing policy information retrieval for customers.
Scenario: Customer Inquiry about Existing Policy Details
The case study focuses on a common scenario: a policyholder calling the insurance company to inquire about their existing policy details.
- Customer Call: A policyholder contacts the insurance company’s customer service center.
- Virtual Agent Activation: The AI-powered virtual agent initiates the conversation, welcoming the customer and explaining the secure authentication process.
- Authentication Process: The virtual agent prompts the customer for secure multi-factor authentication, including details like date of birth, full name, and potentially additional verification steps.
- Successful Authentication: Upon successful verification, the virtual agent proceeds to assist the customer.
- Policy Inquiry: The virtual agent asks the customer about the specific policy information they require.
- Query Handling: Based on the customer’s response, the AI system retrieves relevant policy details like coverage, premiums, and recent transactions.
- Information Presentation: The virtual agent delivers clear and concise responses, summarizing the requested policy information and addressing the customer’s specific inquiry.
- Additional Assistance: If the customer has further questions or needs clarification, the virtual agent continues the conversation, ensuring a comprehensive and informative interaction.
- Enhanced Security: Multi-factor authentication by the virtual agent ensures that only authorized individuals can access sensitive policy information.
- Efficient Service: The AI system streamlines the authentication process, minimizing the time it takes for customers to access their policy details.
- Personalized Interaction: Secure authentication allows the virtual agent to tailor responses based on the individual’s policy details, providing a more personalized customer experience.
This case study demonstrates the potential of Gen AI-powered virtual agents to transform policy information retrieval for insurance companies. By prioritizing security and efficiency, the POC highlights how AI can improve customer service, enhance data protection, and ultimately lead to a more positive customer experience.
