Clearcover, a leading car insurance provider, has partnered with Ada, an AI-driven customer service automation company, to introduce a customer-facing generative AI solution. This collaboration aims to revolutionize Clearcover's customer service experience by integrating Ada's 'AI Agent' into its platforms.
Ada's AI Agent works alongside Clearcover's Customer Advocates, providing round-the-clock assistance through the company's website and mobile app. By leveraging a conversational interface, the solution significantly reduces wait times and delivers prompt, accurate responses to complex inquiries. Impressively, within the first month, over 35% of customer chat inquiries were automatically resolved.
Adam Fischer, Clearcover's Chief Product and Innovation Officer, emphasized the transformative impact of this partnership: "Our customers expect top-tier digital experiences, and Ada helps us deliver just that. By combining our API-first policy administration system with Ada's technology, we're enhancing customer experiences while boosting operational efficiency."
According to a 2023 Hubspot report, 78% of customer service professionals believe AI enables them to focus on critical aspects of their roles. Unlike traditional chatbots, Ada's AI Agents intelligently analyze problems, learn from interactions, and proactively assist customers.
Mike Gozzo, Ada's Chief Product and Technical Officer, elaborated on the capabilities of AI Agents: "These intelligent agents are proactive partners, capable of understanding our needs and aiding decision-making."
The AI solution seamlessly integrates with Clearcover's internal systems, streamlining processes such as retrieving policy information and escalating inquiries. Moreover, it is accessible to Clearcover's insurance agent partners via its Agent Portal, providing instant answers to common queries.
In addition to this collaboration, Clearcover has recently launched two other AI-driven solutions: one digitizing statement collection at the first notice of loss (FNOL) and another supporting claims adjusters in analyzing files and drafting communications. These initiatives underscore Clearcover's commitment to leveraging AI for enhanced efficiency and customer service.