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Genpact's insurance chatbot vision

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Frank Neugebauer

VP, Digital CTO for Insurance

April 11, 2018 - Time for the next evolution in the Genpact Cora journey. Bringing together different elements of the Genpact Cora platform (e.g. conversational AI, machine learning, and ambient computing), we have a unique vision for chatbots. Although they’ve been around for a while, we’ve added our insurance, user experience and back office insights to come up with some new ideas on what we think a chatbot should be, and with whom (for now) they should be interacting with.

We want to help insurers create the ultimate customer experience, turning the chatbot into an insurance assistant, helping staff enhance the end user experience.

Why insurance assistant? Firstly, we’ve gotten one too many eye rolls when we use the term chatbot. Second, it puts the emphasis firmly on helping insurance staff and agents. Our idea is to use chatbots to improve operations across the middle and back office, freeing up staff to have more valuable interactions with customers.

But it's a lot more than that.

The journey can start with something low risk and relatively benign, such as a text chat-based knowledge base, which can include SOPs and FAQs, or maybe even a simple part of the underwriting manual. The assistant responds conversationally to questions, and through AI and machine learning, new information is fed into the assistant. This makes it a single source of truth, which keeps growing as staff interact with customers.

That's still just the beginning.

Next, build the assistant’s capabilities by adding mobile support and linking it to back-end systems, such as policies, claims, billing, general ledger, or CRM. Conversations can become much more sophisticated, and the assistant can even initiate transactions based on the dialog, enabling an entirely new user interface to core systems.

And then add the voice.

While consumers link voice-based ambient chatbots to assistants like Siri and Alexa, these versions are just the beginning. Adding voice capabilities can also make the assistant faster, as time isn't spent typing. But voice remains a way off psychologically (not technically) in terms of widespread adoption. There are some circumstances where people just don't seem ready to talk, instead of type, for any length of time. Ultimately, we think the assistant will listen, send important contextual information to staff, and serve as an interface to back-end systems. Imagine Alexa or Siri listening, without being spoken to, while providing information related to the conversation.

Our vision is clear and the insurance assistant can happen now. We can couple the technology with deep insurance knowledge, customer-centered design thinking, and a passion to find ways to help insurers operate more effectively. A combination which has a positive effect on the customer journey.

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