A leading supplementary health insurance provider was facing low NPS scores due to issues in handling a large volume of inbound calls. The resolution was highly manual and the digital channel like chatbots was not intelligent enough to handle requests which were largely routed to human operators. The customer was looking at improvement in chatbots handling of queries, the solution to drive 24x7 digital customer interactions, decreased live person customer interaction, and seamless solution integration with case management & enterprise systems.
Coforge solution uses advanced AI and ML methods including: