Insurance is a very competitive industry with voluminous work. The customer is one of the top 3 largest private sector insurance companies in India.
The company receives huge number of requests for two wheelers, as well as fire and burglary insurance from SMEs through various medium like email, direct branch request, phone, field service agents and third party resellers.
Customer information provided is mostly in the raw document format which needs to be sorted and enter into system manually. This becomes a time consuming and mundane task.
Due to high volume and target pressure, human agents tend to do error while filling information. This increases to and fro with customer and time to provide quotation. This also affects the compliance SLAs.
This case study explains the challenges customer was facing and how RPA with Chatbot, WhatsApp and Email bot has helped them solve.