Providing Realtime Document Processing for Customers, within an Intelligent Conversational AI Experience.
123.ie The Challenge
123.ie is a digital first insurance group within the European market. 123.ie are always looking for ways to make things better and deliver above and beyond their customers expectations.
The process of validating customer policy data, including the collection and submission of customer documents can be a time consuming experience for the customer.
123.ie wanted to change the game and provide an exceptional, interactive chatbot style experience for new and existing customers, with support services and document processing handled by an AI, in real-time.
The Solution – Automate the customer journey, boot-stapped with Parly Assist
Cation’s Parly Assist, a Conversational AI Amazon Lex powered chatbot that leverages natural language technology was implemented to proactively engage with customers and automate the complete customer journey.
Parly is designed to augment existing business processes and not force technology change. In integrating Parly with 123.ie’s core policy systems, a number of cutting-edge innovations were unlocked.
Cation Consultings Conversational AI Powered document processing solution, discussed at the Amazon ReInvent Partner Keynote.
Guided Dialogue and FAQ’s
Personalised and contextual aware journey-based dialogues, taking the customer through business processes relevant to a customer’s specific needs. Customers can enter a query at any time throughout the journey and receive automated assistance.
Document Capture via Mobile Camera, Web Camera or Image Uploads.
Parly Assist guides the customer through the document capture process including Driving Licences, NCB, NDE, NCT, Tax disc etc., etc., and implements real-time processing of customer data, with AI based image and data extraction and activation within the customer policy.
Integration and Validation with Insurance Systems
Parly Assist digital is integrated securely with the client’s customer policy system so that the documents can be validated real-time and automatically combined with the customer’s policy record.
Always Getting Better
Parly Assist is a perpetually learning Conversational AI for a more personalised and innovative customer interaction.
Handover to Live Chat – Parly Engage
At any stage in the conversation flow, if the Parly Assist cannot respond to a specific query, or if a customer requests it, Parly Assist can handover the conversation to Live Chat, Parly Engage, where the conversation will be taken over by an insurance agent who is AI assisted throughout the conversation.
The Result
A better, simpler customer journey.
The customer journey is significantly simplified through the use of continuous guided dialogue and access to FAQs. Additionally, the process of capturing the documents via mobile camera, web camera or image upload removes the cumbersome email and potential phone call processes.
Faster & Lower Cost Customer On-boarding.
The on-boarding process is optimised through the automated real-time validation process and approval. This removes the insurance agent requirement for manual documentation validation and notification to the customer of approval which prior to implementation of automation could realistically be next day.
Higher Quality Customer Experience.
The implementation of Parly Assist has also improved the customer experience by introducing a more convenient way to upload documents and respond to queries throughout the journey. Parly Assist has removed the friction that was in the previous onboarding method and has significantly reduced the high error-rate and the difficulty that customers have when uploading documents online.
An Agile Solution, empowering innovation within the business
Parly operates to augment existing business capabilities and unlock value, enabling your teams to innovate, rather than have business change enforced upon them through mandated tools and technology.