CHATBOTS IN IF INSURANCE -STORY OF EMMA & CO

14.3.2019Asko Mustonen, Head of Robotics

IF IS THE LARGEST P&C INSURANCE COMPANY IN THE NORDICS

IF HAS A LONG HISTORY IN DIGITILAZATION AND AUTOMATION

IF HAS STARTED UTILIZING CHATBOTS AND ROBOTICSSINCE 2017

Chatbot / Speech UI

Robotic Process Automation(RPA)

Human Agent

CHATBOTS AND ROBOTICS HELP HUMAN AGENTS TO CONCENTRATEINTO MORE CHALLENGING TASKS

@AskoMustonen

CUSTOMER facing conversational UI that utilizes natural language to some degree to understand human intents

CHATBOT – WHAT IS IT?

INITIAL USECASE FOR CHATBOTS IN IF

”COULD A CHATBOT HELP OUR CUSTOMERS TO FIND RIGHTINFORMATION OR SERVICE 24/7?”

@AskoMustonen

IF CHATBOT JOURNEY SO FAR AND LEARNINGS

CHATBOTS BECAME A PART OF SERVICE OFFERING IN IF FINLAND 2017-330 000 CHATBOT CONTACTS RECEIVED UNTIL 1/2019!

alvar

Emma suvi

7.3.2017

10.8.2017

13.9.2017

18 000 chatbot contacts in com

60 000 chatbot contacts in

internal support

270 000 chatbot contacts in

private

@AskoMustonen

TRANSFORMATION DURING 2017 – CHATBOT EMMA HANDLED UP TO 70% OF CHAT VOLUMESAND TOTAL CHAT VOLUMES INCREASED

Increasing emma visibility and offering gradually

training of new content and ai continuously

@AskoMustonen

CHATBOT DEVELOPMENT AND MAINTENANCE REQUIRES IF SERVICE PROFESSIONALS- REGARDLESS WHICH VENDORS ARE USED

IF CHATBOT JOURNEY SO FAR – CASE VIDEO@AskoMustonen

UTILIZING CHATBOTS CREATES NEW WORK CATEGORIES

@AskoMustonen

CHATBOT POSITIVE CUSTOMER FEEDBACK IS OFTEN REALTED TO SPEED, AVAILABILITY AND POSSIBILITY TO GET SERVICE 24/7

” Tämä oli kiva yllätys kiireinen perheenäiti joutui selvittää onko autovakuutus voimassa virossa ja sain vastauksen heti ilman että tarvitsi kaivaa tietoa sivuilta ihan mahtavaa”

” Helpottaa säilyttämään palvelun kustannustehokkuuden ja tavoitettavuuden myös hankalina ajankohtina.”

” siis tää robohan oli ihan hyvä mutta itse luulin ensin että täällä on oikea henkilö vastaamassa hinta kyselyihin yms mutta nopeeasta vastauksesta tajusin että robootti vastaa hyvä juttuhan tämä on”

”Nopeuttaa asiointia ja parantaa tavoitettavuutta kellonajasta riippumatta.”

”selvä asia ja robotti ymmärsi että tarvitsen asiatuntijaa”

” Emma antoi minulle ohjeet mistä hakea asiaan liittyvää lisäinfoa, mitä en olisi muuten osannut hakea.”

@AskoMustonen

VALUE OF CHATBOT EMMA TO CUSTOMERS AND IF

• Wider service hours for customers in general matters

• Faster service, no queuing

• Customer directed to right channel and service – less transfers

• Human agents can concentrate on handling more challenging customer questions and making sure customers are correctly insured

@AskoMustonen

”SOUNDS GREAT BUT IS THIS ENOUGH?”

Source: TEKOÄLY ASIAKASPALVELUKANAVANA Asiakkaan käyttöpreferenssin muodostuminen tekoälyä hyö- dyntävässä asiakaspalvelussa . Pirilä (2018), Master’s thesis

CHATBOT NEEDS TO WORK TECHNICALLY, TO BE ABLE TO SOLVE THE PROBLEM, BUT ALSO TO BE EMPHATIC IN ORDER TO BECOME A PREFERRED CHANNEL #SUPERIORAIEXPERIENCE

Customer are rather satisfied with Emma

They are not –however – ready to

prefer it over humans

Problem solving capability has a

significant role in customer satisfaction

– without the “intelligence” there is

no customer satisfaction

With decent problem-solving capabilities, AI

is able to obtain satisfied customers.

Only superior AI customer experience is able to achieve high continuous usage and preference – loyalty.

@AskoMustonen

CHATBOT SHOULD RECOGNIZE THE CUSTOMERS PERSONAL NEEDCOMPLETE CONVERSATION OR TRANSFER TO HUMAN AGENT OR TO RPA ROBOT TO COMPLETE

THE PROCESS SEAMLESSLY

@AskoMustonen

Chatbot / Speech UI

Robotic Process Automation(RPA)

Human Agent

CHATBOTS AND RPA HELP HUMAN AGENTS TO CONCENTRATE INTO MORE CHALLENGING TASKSAND CAN ALSO ENABLE FASTER BUILDING OF NEW DIGITAL SERVICES

@AskoMustonen

CHATBOT EMMA IS AN EXAMPLE OF WIDE CHATBOT AND IF MOTOR CLAIMS CHATBOT EXAMPLE OF DEEP

Wide conversations allow users to provide almost any input and the bot can provide a reasonable answer.

This often is relevant for a FAQ and uses machine learning

algorithms

Deep conversations guide a user trough a

process.

Provide some flexibility but often quite narrow (sales

process, claims process)

@AskoMustonen

CHATBOTS COMPLEMENTING EACH OTHER SHOULD OFFER A SEAMLESS CONVERSATIONAL CUSTOMER EXPERIENCE - ALSO IN MOBILE

@AskoMustonen

HOW TO GET STARTED WITH CHATBOTS

FIRST – NOT EVERYONE NEEDS A CHATBOT1. Be brave and think outside the box 2. Human vs. Chatbot3. Teaching a chatbot is an everyday task4. Count the pros and cons in euros5. Find the right partners

@AskoMustonen

TRAINING A CHATBOT IS CONTINUOUS WORK AND THERE ARE MULTIPLE PLATFORMS TO CHOOSE FROM

@AskoMustonen

YOU CAN BUILD YOUR OWN BOTS USING OPEN SOURCE TOOLS

@AskoMustonen

https://www.lemonade.com/

WE ALREADY HAVE INSURANCE COMPANIES BASING THEIR CUSTOMER INTERACTION ONLY ON BOTS

https://www.hedvig.com/en@AskoMustonen

”BEST INSURANCE SERVICE IS A SMARTCOMBINATION OF ARTIFICIAL AND EMOTIONAL

INTELLIGENCE”

@AskoMustonen

asko.mustonen@if.fitwitter.com/AskoMustonen

linkedin.com/in/askomustonen/+358 50 374 5762