Insurance Virtual Assistant Services
In the highly competitive insurance industry, it is important to stand out because many companies offer the same service or product. To achieve this, offering customers the best possible service and ensuring a quality customer relationship is essential with the help of insurance virtual assistant.
Insurance Virtual Assistant Services
What is a virtual assistant for insurance brokers?
A virtual agent or chatbot is a software robot based on artificial intelligence and the exploitation of a database. It serves as an interface with a user (customer, consumer or user) through a conversational agent that is able to dialogue in natural language with its interlocutor.
The development of digital technology and progress in artificial intelligence have enabled the emergence of an automated customer relationship management solution capable of meeting the different needs of consumers who are becoming more and more demanding in their expectations.
Virtual assistants are beginning to occupy a large place on the market and to integrate the insurance, banking and mutual insurance markets while offering increasingly affordable solutions in terms of costs. Such a situation represents a godsend because it makes the use of a virtual assistant accessible to insurance agencies and brokers.
Insurance Virtual Assistant Services
How does an insurance virtual assistant work?
We can identify three important phases to understand how conversational agents work:
Telephone communication transcription: as soon as the customer calls, his voice is recorded and is automatically converted into text..
Provide the response: the script is integrated into a “semantic” compilation in order to start the action corresponding to the interlocutor’s request.
Guide the customer: once the conversational agent has understood the customer’s need, it guides them directly towards the scenario that corresponds to the situation and has been determined in advance by the company (direct response or redirection to an efficient advisor).
Insurance Virtual Assistant Services
The added value of the insurance virtual assistant
The role of a conversational agent is not to replace human agents. On the contrary, the virtual assistant is intended to fulfill a support function for insurance brokers by managing simple and repetitive tasks with low added value such as:
- Attract potential customers
- Detect needs
- Make appointments
- Provide individualized advice
Therefore, the insurance virtual assistant relieves the insurance broker of low-value tasks and allows him to concentrate on actions with higher added value.
Insurance Virtual Assistant Services
An insurance virtual assistant serves a multi-channel presence
The means of communication are becoming more and more diversified, especially with the appearance of WhatsApp, Twitter, Facebook Messenger, etc. Which makes the task a little more complicated for brokers.
Companies cannot be on all fronts and yet their targets (customers) are everywhere. They are increasingly digitally oriented, independent, and, above all, demanding. Therefore, constant contact with them will have a real influence on customer relations and the company’s image.
Being present on multiple communication channels is essential for businesses. The virtual agent is an effective and, above all, unbeatable solution from a financial point of view. The advantages are multiple for insurance brokers, staff and customers:
- Adding added value to the company
- Review telephone communications
- Managing a sharp increase in productivity
- Finding time for complex case management
- Change the work structure
Insurance Virtual Assistant Services
The use of an insurance virtual assistant allows for competitive gains
Implementing a virtual agent at the level of insurance broker teams will represent real added value for an agency. This will allow it to be more competitive and to stand out from other competing companies.
- Automatic replies,
- Permanent and immediate availability “at any time and all the time”,
- The reputation of an innovative agency
The virtual agent integrates perfectly with new communication interfaces and will represent a real asset to successful digitalization. If the virtual agent manages to establish itself as the ideal, dynamic, and economical solution, the human being will always have a very important place and remain essential.
Insurance Virtual Assistant Services
Combining human action and insurance virtual assistant
It should not be forgotten that an insurance broker may be required to take over behind each virtual agent. It is also necessary that there be a human capable of providing it with information to help it maintain its performance and offer the best experience to the user.
Then, you have to be realistic. Conversational agents cannot provide suitable answers to all customer requests. Most of the time, they must direct user calls to efficient agents. The intelligent chatbot frees humans from repetitive tasks, but it is not independent. It needs humans’ expertise and ability to analyze and handle complex situations.
An insurance broker must constantly consider how to better meet his clients’ demands and offer them suitable services. Therefore, he does not have time to deal with telephone reception tasks without added value. A virtual agent is then the ideal solution to assist him.