Customer service automation with nividous smart bots
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A leading insurance company transformed its customer service processes by automating email management with AI-enabled Nividous RPA bots, significantly reducing manual effort and turnaround time by 95%. This automation allows for efficient classification of service requests into specific categories, enabling faster processing and improved productivity. The company plans to expand the use of these bots across more processes and departments to further enhance operational efficiency.
Customer service automation with nividous smart bots
- 1. Customer case classification Batch jobs upload process Payment reconciliation The customer is a leading insurance company that offers retail, commercial, personal, and rural insurance solutions to individuals and corporates to help them manage and mitigate risks. Having established its credentials in this segment and effectively leveraging on the skill set of both its joint venture partners, the customer has evolved to become a total insurance solutions company. Processes automated VP, Service Desk Operations A Leading Insurance Firm Organization Challenges The customer receives several service requests via email across various processes. At least a hundred emails are received daily for one process e.g., the payment and renewals process in their email management software, Talisma. A designated case manager had to spend over four hours to manually identify the case type, classify it into a specific category and assign it to a respective representative for further processing. The entire process was highly time-consuming and did not allow the employees to perform more productive tasks. Solution The entire process was automated using AI-enabled Nividous RPA Bots, which improved the service delivery significantly and reduced the process turnaround time by 95%. Nividous RPA Bots monitored incoming emails in Talisma at regular intervals. Upon receiving a new email, the Bots used Machine Learning to read and understand the email content and then classify it into a specific category by moving email to a folder of that specific category for service desk agent to work on. For the low confidence level, Bots also moved the emails to an exception folder for manual categorization. Customer has started rolling out the solution to cover more categories and add more classification details to further improve efficiency. We have seen tremendous improvement in our performance metrics since deploying Nividous Smart Bots to automate the manual labor involved in the customer service operations. We plan to scale up the solution for other processes and expand the use of the Smart Bots for different departments. Industry Insurance +91 (22) 2605 4583 Insurer uses Nividous Smart Bots to allow Customer Service Automation Benefits Reduction in manual efforts Reduction in turnaround time Improved productivity 90% 95% 80% For more information on how insurers use Nividous platform visit: https://nividous.com/case-studies#Insurance contactus@nividous.com www.nividous.com