GasanMamo Insurance Ltd is a leading insurance company which has been in business for well over half a century. Having achieved sustainable growth over the years, the company boasts a reputation that is second to none. Today, GasanMamo handles both personal and commercial clients and is a prime insurance operator in the financial services sector.
EBO.ai's Virtual Agent automates over 4000 customer support conversations for GasanMamo Insurance in less than 3 months
GasanMamo Insurance’s customer-facing team was spending prolonged working hours responding to client requests, many of them repetitive in nature. Naturally, this resulted in high human capital expenditure for the company and an excessive workload on the team. The physical operation could not scale with such flexibility and adapt to the changing customer landscape. This was resulting in back-log, a loss of leads and dissatisfied digital customers.
Enhancing the qualification of leads and operational efficiency
In order to increase efficiency within the GasanMamo's onboarding process, Nina would also be able to ascertain the quality of the leads by ensuring the end-customer has answered all relevant questions relating to their request. All conversations would then be routed through alerts (such as email) to the right department, speeding up the process for both the customer and staff.
Head of Technology Solutions & Digital
“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.ai as the solution provider to help us with this next step.”
General Manager, GasanMamo Insurance
New Data Points
Through a user-friendly dashboard, GasanMamo can have full control of its dialogues and can customize workflows and manage actions, triggers and content across all its channels at any point in time. This backend also serves as a data-capturing tool, providing a full set of analytical data including popular queries, exit points and the general sentiment of customer utterances. This allows GasanMamo to build a more holistic profile and record of its customer, identify pain points in its customer journey, monitor customer behaviour and create informed strategic decisions for its way forward.
Providing a more human customer experience
Thanks to its emotional awareness, the VA would be able to identify and understand customer's emotions, sentiment and tone, helping it to provide appropriate support, empathy as well as deal with potential customer complaints. Its context-awareness capabilities would also help it to better understand the customer conversation and retain context where necessary.
Natural Language Processing
Through a number of workshops with GasanMamo, EBO.ai's Natural Language Processing Engineers gathered information and data regarding the insurance company's popular customer utterances, queries and use cases. This data was then used to train the VA's language models. The VA's artificial intelligence capabilities would enable the VA to continuously enrich its language library on an ongoing basis thanks to its self-learning techniques. This would allow it to gain more capacity to understand and handle a wider range of tasks. At the same time, EBO.ai's NLP experts would regularly monitor the VA's progress and review its performance to improve the NLP recognition rate and workflows. Through Artificial Intelligence the VA can then continue to improve and learn as it goes on.
By introducing an Artificial Intelligence process which would handle GasanMamo Insurance’s customer-facing activity and automate repetitive workflows, EBO.ai could help the company get closer to its customers. Consumers would, therefore, interact with a custom-built Virtual Agent (VA), named Nina which would be implemented on the company's own website as well as on Facebook Messenger. Nina would emulate human conversation thanks to EBO.ai's Natural Language Processing. As a result, this VA would be able to handle a significant amount of the company’s inbound traffic, reducing workload and operational costs.
Improving lead count and increasing customer retention
Encountering difficulties and struggling to find the right information online is one of the main causes of customer frustration and increased drop-off rates. For this reason, Nina would be available to provide immediate assistance to customers at any stage in their digital journey and navigate them through complex insurance processes such as opening claims, requesting quotes and managing policies. Nina's 24/7 availability would also allow the company to improve its lead count and gain otherwise lost traffic during its out-of-office hours.
The positive results generated by GasanMamo Insurance’s Virtual Agent have allowed the staff to focus on its core business, and speed up the time and quality of leads. In fact, in the first three months of launch, GasanMamo Insurances’s Virtual Agent, handled over 4000 conversations, amounting to an average of 13% of its traffic per month. On average, 86% of these conversations were handled entirely by the VA, requiring no human take-over or assistance. This is a very positive start for GasanMamo as it strives to create a shift in consumers behaviour, moving its customers from more traditional customer service methods to digital self-serve efficient channels.
Thanks to its Natural Language Processing and continuous learning, the Virtual Agent also succeeded to immediately recognise the intent of the customer and match it to a workflow 83% of the time. This ultimately provided the customer with a correct and helpful answer, potentially decreasing drop-offs and increasing customer satisfaction.
Find out how EBO.ai can help you to build valuable long-lasting relationships with your customers, reduce churn, transform customer experience and improve bottom line. Fill in the form now, and you'll hear from a member of our team to discuss how we can take your business to new heights and harness the power of AI.
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