Challenge
Our client, a fleet insurance company, aimed to optimize the damage handling process for company vehicles. The goal was to efficiently report common damages like scratches and reduce the burden on call agents.
Approach
We developed an interactive chatbot that guides customers through a multi-step damage reporting process. The chatbot uses AI-powered agents and supports various interaction forms, including:
- Text
- Clickable elements
- Voice input (Voice-to-Text)
- Image uploads
The chatbot can autonomously respond to uncertainties or escalate the user to a human agent if needed. Our approach enabled natural and efficient communication between customers and the insurance company.
Results
The implementation of our interactive chatbot led to significant outcomes:
- Reduced burden on call agents and 24/7 availability
- Natural communication through AI-based service agents
- Simple one-step solution in customer interaction
- 1/3 of inquiries can be fully automated, and 1/3 handled in collaboration between human and machine