Reduction in TAT from 4 hours.
The client operates in the Motor Insurance sector, providing insurance comparison services through an online platform with tie ups across leading insurance companies in and around India. In addition to serving direct customers, the client supports a network of insurance agents by providing comparative quotes. The support team received these queries from agents via calls or chats and manually sourced quotes from insurers in response, a process that was cumbersome, time consuming, and difficult to scale without automation.
Aiwozo automated both the agent facing interaction and the underlying insurer data collection process.
Conversational agents, built using Natural Language Processing (NLP), read and interpreted unstructured chat conversations from insurance agents, including agents communicating in languages other than English, with high accuracy.
Collection agents automatically gathered premium information from multiple insurers in response to each query.
Once data collection was complete, the conversational agents shared the consolidated information back with agents and handled any follow up queries or clarifications, closing the loop without manual intervention.
Key business and operational challenges that limited performance, scalability, and governance before automation was introduced.
