Universal Sompo General Insurance has launched AI-powered virtual agents for its motor claims services. These agents will use conversational AI to automate the routine conversations traditionally handled by live agents. The First Notice of Loss (FNOL), which is the first step in claims processing, is usually a call center-based service, which requires extensive questions and data gathering. Offloading routine calls from customer service representatives to AI-powered virtual agents will create a far superior customer experience, says the company, adding the entire turnaround time in the claim registration process is impacted significantly thereby reducing the wait time for filing a claim, checks on claims status, review of policy information, and much more – all the things live agents would typically manage. The company also said with this first-of-its-kind solution in the insurance sector in India, this entire process at Universal Sompo will shrink to a few minutes. Says Sharad Mathur, MD and CEO of the company: “Claims notification is a critical customer touchpoint in insurance. In Post-covid era, our biggest challenge is how we should never miss a customer call. Automation using AI will help streamline experience for both our customers and backend operations and we are placing big bets on it.”
