e-bot7 Conversational AI Platform Qorus Innovation in Insurance Awards 2021

Today, customer service is unscalable, unautomated and costly for companies. Support agents have to answer the same questions and processes every day. This is not only bad for companies but also bad for their clients since they often have to wait minutes or even hours in a hotline or have to wait days for an email reply. For this reason, Customer Service is one of the first departments to be outsourced. We believe this presents a missed opportunity as it is a direct link to the customers and their concerns. Customers demand for fast service is coming via more and more channels and is steadily increasing. However, it is extremely costly for companies to meet this demand. This challenge is only compounded by the fact that the distribution of requests is highly-volatile, so that support capacity is either not permanently utilised or processing times are unsatisfactory for customers at peaks. While insurances are traditionally risk-averse, they now have to adapt to changing customer expectations. With the emergence of new platforms, consumer habits and the ways they are interacting with a company are changing. Customers now expect round-the-clock service on all channels delivered with speed, reliability and accuracy. With AI and chatbots, insurers can scale their customer service. Scalability is a key differentiator in digital transformation, enabling established insurers to keep up with new competitors. The majority of incoming requests are first-level and can be easily automated via chatbot. These questions not only cause high costs but leave customers waiting for hours or days for a reply. Here, AI chatbots can reduce costs by routing customers to the correct website and conducting intelligent conversations with millions of customers at the same time. While the customers preferred channels vary, our AI solution ensures a consistent customer service across any channel, device or platform. This drastically reduces waiting times for customers and increases customer satisfaction. This way, insurers can scale their customer service volume and offer a better customer experience 24/7, while reducing costs. With the multilingual NLP algorithm, the AI hybrid solution, and low implementation effort, e-bot7 is one of the most innovative AI providers worldwide. e-bot7 develops and integrates artificial intelligence and deep learning into existing CRM customer service systems. The e-bot7 Conversational AI platform automates customer service inquiries and processes, analyses incoming messages, and supports customer service employees with suggested answers. This reduces the average processing time by up to 80%.