Aspire Insurance Focuses on Customer Experience and Partners with Boost.ai to Implement Virtual Agent

Over the past year, Boost.ai and Aspire have been able to validate dramatic improvements in the support experience for customers and employees

SANTA MONICA, Calif., September 13, 2022 /PRNewswire/ — Boost.ai, a leading provider of large-scale conversational artificial intelligence (CAI), today launched a new case study detailing the results of its chatbot efforts since its deployment with Aspire , a general insurance company with more than 89,000 customers. As expectations for quality customer service continued to rise across all verticals, Aspire recognized that its chat system, at the time entirely supported by service agents, needed support. additional. After partnering with boost.ai and implementing its conversational AI virtual agent, the insurance organization was able to improve support flow for customers, brokers and their employees.

At a time when 2 in 3 customers say they are ready to report and manage claims entirely online, many insurers are slow to offer a digital experience suitable for 2022. Similarly, brokers are looking for the most efficient ways to interact with insurance. companies and digital tools are quickly becoming the norm. Thanks to boost.ai’s progress with its conversational AI, the company’s virtual agents are able to handle the increased workload that a digital-first experience has brought to Aspire. As more data becomes available, boost.ai and Aspire will work together to refine the virtual agent’s capabilities to ensure a seamless experience for customers and brokers.

“Insurance is a hugely sensitive industry where customers are constantly reaching out to ensure claims are taken care of and information is relayed. There is a huge need for 24/7 customer support, and for Aspire, our virtual agents are able to be that first line of support to ensure customers are heard,” said Bill Schwabvice president of North America on boost.ai. “As the world continues to go digital and customer inquiries from the website or app skyrocket, we’re going to see more and more companies take the CAI approach. We work 24 hours a day. 24 to ensure our technology is easily adaptable and effective, setting our customers up for long-term success.”

Aspire consistently uses the latest technologies to ensure reliable service in its customer care departments, which has made the integration of conversational AI an optimal solution. From answering personal account queries directly to getting the right information for lien holders and brokers, their service center responds to a range of requests. Boost.ai’s extensive library of industry-specific intents enables the virtual agent to facilitate immediate responses with precision, while its no-code conversation builder helps Aspire easily adjust and deploy service flows in response to customer feedback.

“In an industry as competitive as insurance, customer experience can play a vital role not only in satisfying your current customers, but also in attracting new ones. Working with boost.ai has improved our ability to handle an increase in customer requests, which has helped us grow,” said Chandah M. Burton, Underwriting Director at Aspire. “We know that when it comes to getting help with a policy, a claim or any issue with their insurance, customers want it to be faster and easier. Our virtual agents help customers get answers right away and, if needed, can quickly hand them over to our experienced service teams to handle the rest of their inquiries. »

Since implementing the boost.ai conversational chatbot in November 2021, Aspire has seen the following improvements in its customer service funnel:

  • Overall, 80% of incoming support requests have now been automated using the virtual agent
  • Chat capacity increased from 1,200 to 2,600 chats per month within one month of launch
  • Customer inquiries have an 81% resolution rate

To view the full case study, visit: https://www.boost.ai/case-studies/enhancing-customer-experience-across-insurance-service-streams

About Boost.ai

Boost.ai is a global leader in conversational AI optimized for scale. Boasting the most robust portfolio of intent in the industry, Boost.ai is pioneering an era of wide-reaching virtual agents to deliver the most advanced and scalable technology on the market. Boost.ai was recently named in the first-ever 2022 Gartner® Magic Quadrant™ for Enterprise Conversational AI Platforms. With consistent resolution rates of 90%, Boost.ai’s industry-leading virtual agent supports enterprise customers in key industries across United States and Europe, including banking, insurance, telecommunications, retail, etc. Major customers include Santander Bank, MSU Federal Credit Union, Create Room, Aspire General Services, Neogov, etc. Learn more about boost.ai.

SOURCEBoost.ai

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