With digital assistant utility FPT.AI and akaAT for automated product testing, FWD, an insurance coverage firm, has optimized operations and elevated buyer expertise.
Statistics from Fintech Journal in 2019 present prospects needed to wait for a median of half-hour to contact an insurance coverage agent. A rise in market demand and the variety of interactive calls pose challenges but additionally presents new alternatives for the insurance coverage trade.
A survey performed by Vietnam Report in mid-2020 indicated the best alternative for the insurance coverage trade lay within the fast deployment of know-how in all phases of the worth chain to boost buyer comfort. The Vietnam Report additionally said 75.7 p.c of shoppers made product buying selections through digital instruments.
 |
| Insurers can higher attain prospects with excessive know-how. Picture by FWD. |
The insurance coverage trade is shifting to an extra digital mannequin because of the position of know-how utility in enterprise actions. As an example, FWD Vietnam has cooperated with FPT to deploy FPT.AI and akaAT digital assistant know-how to optimize operations, thereby growing buyer expertise.
AI assistant Kooki
FWD is likely one of the first insurance coverage enterprises in Vietnam to use synthetic intelligence (AI) with Kooki, a know-how assistant to assist its customer support name middle.
Developed on the FPT.AI know-how platform, Kooki Expertise Assistant can make automated calls, together with pure two-way interplay with gender and region-specific voiceovers to clarify insurance coverage contracts, time and strategies of cost, cost standing…
The dialog between Kooki Expertise Assistant and prospects will likely be saved on the system so customer support workers may monitor or enter info.
 |
| FPT.AI’s digital assistant switchboard helps companies optimize buyer care. Picture by FPT. |
“Kooki can scale up flexibly and deal with 1000’s of buyer intents on the identical time, without being overloaded throughout peak hours,” Nguyen Thuong Tuong Minh, product supervisor for FPT.AI stated.
Kooki additionally has the power to decentralize administration and execute work proactively, which helps FWD save and optimize sources for operation. Staff is now not caught in repetitive duties however have extra time to deal with advanced skilled ones like consulting gross sales…
akaAT – Take a look at automation resolution at FWD
An insurance coverage firm often conducts a collection of system trials on product info, illustrations, subscriptions earlier than launching a brand new product.
Beforehand, these duties have been primarily performed by people, costing companies a lot of time and human labor. Earlier than the Covid-19 pandemic, demand for prime know-how purposes in working insurance coverage companies was not pressing. However, the epidemic pressured society to distance itself, with all actions accomplished online, whereas the variety of prospects collaborating in insurance coverage elevated… posing a brand new working downside for insurance coverage companies.
At FWD, every insurance coverage product has tens of 1000’s of circumstances to look at on the illustration desk, specialized per gender, age, price cost… with detailed value/cost time every year. Due to this fact, prospects have to attend for greater than three weeks for regression exams without excessive accuracy, and that doesn’t cowl all case situations.
“That is the explanation FWD determined to use FPT’s akaAT resolution,” an FWD Vietnam consultant stated.
 |
| FPT Software program engineers work on the akaAT resolution. Picture by FPT. |
akaAT can cut back human sources, growing accuracy, and guarantee most real-life circumstances involving buyer insurance coverage insurance policies might be examined. From the dashboard maker, the answer can generate greater than 13,000 knowledge units on insurance coverage insurance policies and merchandise with excessive accuracy.
Based on the akaAT engineering group, the variety of check circumstances for every product is estimated at greater than 2,000. This complete testing course can assist engineers to get well over 99 p.c of lacking knowledge from different purposeful software programs working on FWD’s new and previous knowledge system. This helps FWD’s product management division improve work effectiveness, giving a correct evaluation of knowledge for insurance coverage merchandise.
Dao Huu Phuc, Deputy Basic Director of Insurance coverage and Info Expertise Operations at FWD Vietnam, added the appliance of akaAT to the system testing course of earlier than releasing new merchandise to prospects has saved greater than 50 p.c of human sources, elevated the accuracy of the insurance coverage system, and contributed to raised customer support.
 |
| Dao Huu Phuc, Deputy Basic Director of Insurance coverage and IT Operations of FWD. Picture by FWD. |
FPT consultants said an automation course with the help of akaAT would allow insurance coverage firms to shortly reply to the sophisticated scenario, greedy the chance to coach an extra lively workforce sooner or later.
Along with akaAT, automated switchboards mixed with synthetic intelligence would turn into a duo to optimize customer support, thereby bettering enterprise productiveness.