IntelliAgent Insurance 2021

Today we're going to go through a day in the life of an insurance agent and an insurance customer, and we're going to start with a simple skill that allows me to keep tabs of transactions in my insurance policies. So let me pull up this So we can talk briefly about the capabilities. This skill has been connected to a social network, which allows me to share my profile in terms of who I am, some kind of mechanism to authenticate and authorize the skill to do things on my behalf. I've given it. Some permissions, and now we're gonna just first ask the skill to tell us what has happened in my account, then dispute a claim, and then escalate a claim to an agent. I will receive notifications throughout this process. So let's get started. Start my insurance agent and read my transactions for June.

Your June claim for $123.45 is due on Friday, May 7th, 2021. Is there anything else I can help you with, J.C.?

Open my insurance agent and dispute my insurance claim for June.

Your June insurance claim for $123.45 due on Friday, May 7th, 2021 will be disputed. An email was sent with details to complete your request, JC.

So I can now potentially transition from the skill into talking to an agent, virtual or otherwise. In this case, this is my insurance company portal. This is my view, and to the right you see the, the chatbot has been initiated. But before we do that, let's complete the escalation through the skill. Ask my insurance agent to call my insurance company about my June claim.

Your June insurance claim for $123.45.

So I'm gonna answer the phone and continue the conversation through the IVR process.

Hello, Mr. Novoa. I understand you You need help disputing your June claim for $123.45. To do that, we will need to have you meet with an insurance agent. In order to schedule a virtual appointment, we need to ask you a few questions. Currently, there is a 10-minute wait. You can say live agent and wait in the queue, or say continue to answer these questions now instead.

Continue.

Do you have a reliable internet connection at home?

Yes.

Do you have a computer with a camera?

Yes.

Great. Would you like to schedule your appointment now via an online form?

Yes.

Thank you. We now have all the information.

Now I'm going to receive a text. You will get a text shortly The call will be on hold until I complete my online virtual appointment. You'll hear the music. I'm going to pick a day and a time, yet today.

Okay, Mr. Novoa, your virtual appointment has now been scheduled on 30th of April, 2021 at 5 PM. Your dispute for your June claim in the amount of $123.45 has been submitted for review. You will receive an email at j.c.novoa@prophecy.com with details to join the virtual meeting shortly. Thank you. Bye.

So now the call ended. I completed my interaction from a skill to an email to a text message to a voice, voice conversation with a chatbot, all without having to talk to a live agent yet. I could join this virtual appointment, but now I want to take you to a very similar interaction where the intent is not going to be a dispute, but it's going to be a new insurance quote. So just like the skill, it had options. In this case, you see there's also the option to add beneficiaries, to dispute a claim, same thing, but additional intents. So let's start with life insurance quote. And I'm just gonna select July for this year to have this started. Again, I'm an existing customer. The skill already knows who I am. This portal already knows who I am. Authentication authorization systems need to make this transition seamless. And so I'm going to agree to this. And I would like to have a live agent conversation because I don't wanna provide some of my personal information here, or maybe I'm going to go drive, right? A day in the life of a customer varies. And so maybe this desktop experience needs to switch to a live experience because I'm on the move. So I'm going to say Live Agent. I'm going to verify my information. This could be any other multifactor authentication mechanism. And I'm going to do other things that were part of the menu. In this case, I'm going to add beneficiaries. And as you'll see here, you know, the experience doesn't have to be just text. It could be rich forms that allows for better interaction from a customer perspective. I'm going to answer these questions. But this could be underwriting type questions, right? It could be more security-related questions, more personal questions to identify the risk and then better and determine, you know, the cost. But for now, we're just going to use these 2 examples. And I'm gonna have this chatbot to escalate or transfer my conversation to a phone. So I'm gonna now switch to my phone, and here's the call. Notice the previous one was a dispute. This is a policy.

Hello, Mr. Novoa. I understand you need help with your insurance. We have found an insurance quote for $123.45 set to start in July. To do that, we will need to have you meet with an insurance agent. In order to schedule a virtual appointment, we need to ask you a few questions. Currently, there is a 10-minute wait. You can say live agent and wait in the queue or say continue to answer these questions now instead.

Continue.

Do you have a reliable internet connection at home?

Yes.

Do you have a computer with a camera?

Yes.

Great. Would you like to schedule your appointment now via an online form?

Yes.

Thank you. We now have all the information necessary to schedule the virtual appointment. You will get a text shortly to schedule an appointment with an insurance agent. Please take your time to complete Complete appointment.

And so that experience is the same, right? I would just go and get the email that I received. I'm going to jump into this interface and have this video conference with the agent. So let me show you, you know, what the agent experience will look like. So I'm an agent. I'm waiting in the, you know, for a call to come in. I'm going to start the call. I'm going to enter my full name, my email address. And as I go into the queue, the chatbot, which is powered by Lex behind the scenes, will initiate a conversation with the agent. Now the agent's desktop is now ringing. Hopefully you can hear that. And I'm going to answer it. And now I'm going to transition from this conversation into a full-blown video conference with screen sharing. That's my agent. It's a live stream, so I'm going to join the meeting on the customer side. I'm going to switch my cameras. That's me. And I join the meeting with the live agent. I'm going to mute that so that there's no noise problem from me talking And then I'm going to share my screen. I'm also going to turn on my video, right? That's me again. I'm going to share my screen, and I can share a tab. And in this case, I'm just going to share the portal that we were in. And now I'm going to switch back to the agent experience so you can see. And from the agent perspective, you know, I can leave the call. I can end it for me or leave the conference myself or end the entire meeting. And at the same time, the customer could just end the chat on their side. I'm still sharing my screen. The agent is here. I'm here. Stop the video, right? And then from the agent perspective, we're gonna just end the meeting for everybody. And now as an agent, I'm now ready to take more calls. The customer has left, and I'm now ready to finish ending the chat conversation. I can complete my after-work section and close the contact if I needed to. And that's it. So in summary, right, from a skill, you can have a series of interactions enabled that will then can be escalated or integrated with other channels like email, text, voice, chat, and even video conferencing and screen sharing. And the same thing from a portal perspective, right? As you see here. And the idea is that a day in the life of a customer may start in the morning with your hands busy and you might have to start with a virtual assistant. Then you go out and walk the dog and maybe you transfer that interaction to a chatbot. Chat conversation, then you get in the car and you start driving, you might have to have that conversation live with an agent over voice, and then you get to the office and then you can get back into this whole video conferencing and screen sharing, right? So if you can picture that a day in the life of a customer varies, then you need to be able to be ready to accept those type of interactions with your customers, no matter the channel, no matter the time of the day. And that's what is expected today. And that's it.