Use case🔍
With AI from consulting until completion
This is what case-closing processing with AI agents could look like at an insurance company.
Use case
End-to-end insurance service
with AI Agents
Customers expect quick, comprehensible answers and end-to-end support - for example, when they have questions about insurance benefits, update their data or take out a new policy.
In modern insurance companies, an AI agent takes over the entire process: it recognizes the request, records all relevant information, guides users step by step through the process and processes many requests automatically.
In 3 steps
How the AI Agent processes
complex service requests
Step 1
Understanding and categorizing requests
The AI agent analyses the request in the service chat and recognizes the specific request - for example, a service request, a change of address or an insurance application.
Intent recognition takes place in the background, where the request is assigned to a defined concern. A suitable process is stored for each of these intents and is started automatically.
This allows users to formulate their request freely or select from predefined options and be guided directly to the correct process.
The AI agent analyses the request in the service chat and recognizes the specific request - for example, a service request, a change of address or an insurance application.
Intent recognition takes place in the background, where the request is assigned to a defined concern. A suitable process is stored for each of these intents and is started automatically.
This allows users to formulate their request freely or select from predefined options and be guided directly to the correct process.
Step 2
Collecting and processing data
The AI agent guides users through the entire process and independently collects all the necessary information - from personal data to application-relevant details.
Sensitive processes are securely authenticated before any changes are made.
Integration with third-party systems such as CRM or inventory systems (e.g. Salesforce) allows data to be processed and updated directly and processes to be created automatically.
The AI agent guides users through the entire process and independently collects all the necessary information - from personal data to application-relevant details.
Sensitive processes are securely authenticated before any changes are made.
Integration with third-party systems such as CRM or inventory systems (e.g. Salesforce) allows data to be processed and updated directly and processes to be created automatically.
Step 3
Close or hand over requests
The AI agent can complete many tasks - such as updating customer data or creating an insurance application in the system.
More complex cases are seamlessly transferred to a service employee. All information already entered is transferred so that users do not have to explain their request again.
The switch can also be made across channels, for example from chat to a phone call.
The AI agent can complete many tasks - such as updating customer data or creating an insurance application in the system.
More complex cases are seamlessly transferred to a service employee. All information already entered is transferred so that users do not have to explain their request again.
The switch can also be made across channels, for example from chat to a phone call.
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