About the company
- Company name: GasanMamo
- Insurance company with over 50 years in the industry
- Experienced ongoing sustainable growth with an excellent reputation
- Handles commercial and personal insurance
- Offers prime insurance in the financial services sector
Business goals
Gasanmamo was facing long overtime hours managing their customer service interactions and many of their agents had to work long hours answering the same questions. This resulted in added expenses for the company.
- The backlog created dissatisfied customers
- The physical operations were hindered by the excessive need for customer support staff
- It was growing difficult to adapt to the needs of clients who wanted faster service times.
Solutions
We introduce a Custom built Virtual Agent called Nina for the company website chat pane as well as over Facebook messenger. We introduced a system for natural language processing that could emulate a human conversation and handle the backlog of customer service inquiries.
- With 24 hour availability the program was going to increase the lead count and lost traffic on the website outside of office hours.
- We wanted to enhance operational efficiency without removing the human customer experience.
- We also wanted to introduce a system that would be easy to edit on a user friendly dashboard. New data sets and changes can be added regardless of script experience.
- Natural language processing was needed to improve customer experience with Nina over time.
Results
The Virtual Agent has been operating for several months and has generated a significant change in customer service within just the first 3 months of launch. The Virtual Agent has allowed staff to improve the quality of its leads and to speed up customer response times.
- We produced a Virtual Agent that was able to automate more than 4000 customer support interactions for Gasanmamo in less than 3 months’ time.
- Since the Virtual Agent was introduced the website traffic has improved by 13% per month.
- 86% of customer service conversations were handled by the Virtual Agent.
- The company has experienced less drop offs and improved customer satisfaction
Testimonial
MARK MAMO, General Manager, GasanMamo Insurance
“At GasanMamo, we’ve been in business for over 70 years. In this period, we’ve seen the rise of many exciting new technologies that are aligned to our core belief: that of constant improvement. However, none of these have been as radically transformative as Artificial Intelligence and automation. We believe that AI will provide a better service to support our customers and will transform the digital journey they will take with us. We’ve chosen EBO as the solution provider to help us with this next step.”
