AIICO Insurance Plc Case Study - Transforming Customer Experience

AIICO Insurance Plc Case Study - Transforming Customer Experience

About AIICO Insurance PLC

AIICO Insurance Plc is a market leader in life and non-life insurance industry in Nigeria. As it continues to serve more customers and works to be the insurer of choice, it needed to reimagine its customer digital journey and create new personalized experiences. It needed a better of handling numerous customer queries and easier way of handling digital sales on social media. This means that the whole customer experience had to be transformed in order to provide a consistent personalized and relevant customer experience.

About AIICO Insurance PLC

Challenge

A market leader in life and non-life insurance in Nigeria, AIICO Insurance Plc handles a lot of queries from its customers inquiring account management, purchase of insurance products and customer support queries on social media platforms on the web.

AIICO contact centre was being overwhelmed by repetitive queries which can easily be automated. Delay in responding to these queries led to bad customer experience. It was also difficult to close leads who requested insurance cover on Facebook with referral to branch leading to drop off.

Challenge

Solution

To address these challenges, AIICO took a strategic decision of creating a conversational virtual assistant code named AIICO Ella which was developed by TalkLift. AIICO Ella runs on web, Facebook Messenger and Telegram. To easily assist customers with account management, AIICO Ella was integrated to CRM and payment system so that it can process payment. AIICO Ella is able to assist leads and customers to purchase insurance products which do not need underwriting including processing payment, query their policy details and renew policies.

AIICO Ella also uses Artificial Intelligence (AI) so as to be able to respond to various queries from the customers. This led to automation of frequently asked question and processes like claim filing which can be easily handled by the chatbot

Solution

Early Results are Encouraging

Although it's still early days, AIICO Ella is gaining significant traction with customers who chat with it to be assisted. This has led to improved customer experience since queries are responded to instantly leading to reduction of traffic to contact centre.

AIICO Ella has also simplified purchase of insurance products on popular social media platform sites like Facebook Messenger and Telegram. This means that the customer can buy auto or travel insurance cover at the comfort of their seat and access it on phone without needing to visit the branch.

AIICO Ella is being improved to handle more tasks and queries leading to even better customer experience.

Early Results are Encouraging