Contact Centre AI - Virtual Voice Agent

The Opportunity

Contact Centres are increasingly struggling to meet demands for 24/7, instant resolution to customer sales and support enquiries.

Virtual agents powered by conversational AI provide a cost effective means to resolve simple enquiries before they ever reach a human agent.

Insurance companies typically have a process-heavy customer service - which can easily be automated.

Contact Centre AI - Virtual Voice Agent

Mapping customer intents

We first mapped out a complete set of possible enquiries customers have about their car insurance.

This map allows us to visualise and identify grey areas in the customer experience and which queries could benefit from automation.

Prioritising through research

In order to identify the most relevant topics to automate, both for the insurance company and their customers - we prioritised the scoped intents - leveraging :

  • Insights from the customer-facing team
  • Enquiry volumes from the Contact Centre
  • Documentary research
  • User survey

Live chat with agents

Complex queries that cannot be resolved by the virtual agent are automatically escalated to a human agent. This provides the optimal customer experience, an instant response backed up by expert help if required. Find out more about our Contact Centre AI services.

Modeling intents

Based on gathered user utterances, the following language patterns were identified for the coverage information queries:

Am I covered for …?

Can I …?

Leveraging Dialogflow

We created a solution that integrated with their existing contact centre platform. Leveraging Google Dialogflow's Contact Centre AI platform it allows simple enquiries to be managed by a virtual agent and escalates complex enquiries to a human agent.

  • Conversational Management
  • Dialogflow Gateway Integration
  • Customer Database Integration
  • Live-agent handover

Impact

Instant, 24/7 support has been proven to create happier customers and reduced costs

The solution is being expanded to cater for additional languages in other countries

The range and complexity of enquiries that the system can deal with is being continually expanded

Technologies

Voice Automation for Contact Centres

The platform integrates with leading contact centre platforms - maintaining a simple, integrated technology stack

Powered by Google

Google Dialogflow CCAI to provide NLP and voice capabilities on this solution, benefitting from ongoing platform improvements from Google.

Fully managed service

We provide a full implementation and ongoing management service. This means we can train the platform over time, increasing the accuracy and sophistication with each interaction.

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