AI-Powered Transformation for elevating customer service for a Fortune 500 Financial Protection Company

Challenges

The client was having numerous challenges:

• They were unable to resolve all the customer requests as it was taking more manual efforts.
• They were looking for email automation to increase more interaction with policyholders.
• Manual process of customized promotional offers to customers
• AI based solution was expected for policyholder authentication.
• Lack of comprehensive view of customer for the phone channel.

Solution

• The project provided AI-based email and chat capability to customers, enabling better customer and employee experience.
• Solution enabled Policyholder authentication within the chatbot.
• Added an additional layer to enhance customer experience.
• Use of Pega Decisioning for strategy and promotional offers
• First E2E Pega CSR implementation in US jointly delivered by Coforge teams.
• E-signature for Changes to Beneficiary and name change
• Flexible Payment Options for Non-Monthly Bill Mode Policies
• Enhanced NLP Model training

The Impact

• 30% improvement in customer service productivity by leveraging Chat and Email bots.
• 40% cases handled without human intervention, improving TAT by 45%
• 3000 emails per week managed with no human help saving efforts & cost of 15 FTEs.
• Next-Best-Action newly deployed for agent upsell + cross sell of other products enabling a better customer experience.
• Increased the efficiency of interactions with policyholders through immediate, accurate and consistent responses.