AXA Partners’ TechOut Project: Conversational AI that eases frontline agents’ burden Qorus Innovation in Insurance Awards 2021 - Winner

In case of a car breakdown or accident, customers need to recover their mobility. Max is a virtual agent who provides assistance by orchestrating the followings tasks: - ensures a tow truck arrives, - provides them a replacement car, - answers all spontaneous questions they may have about it, - books a taxi to go to the rental agency or to go to the garage when their car is repaired. Max operates on a multichannel mode. He uses the channel each customer prefers: SMS, WhatsApp and, soon, Facebook Messenger, Snapchat, Instagram or even the good old phone. Max is powered by Advanced Conversational Artificial Intelligence. This means that he runs a human-like conversation, very different from a standard decision tree: he is capable of understanding the context, of gathering all information previously given by customers, of picking and choosing inside a knowledge database by always providing the best possible answers. Customers receive instant responses 24/7 with the possibility to go back and read previous exchanges. Our customers love to talk with Max: they exchange an average of 15 messages with him. No wonder why our NPS increased tremendously:  • Max consistently performed with a NPS over 70. • By alleviating burden on agents, we also saw a consistent improvement of the overall call center NPS.