Streamlined Multi-channel Support with a Customized AI-powered Chatbot

The chatbot built by Velotio plays a key role today in helping us solve our customer queries in time across channels at 1/3rd of the cost. The engineers were technically spot on and also recommended best practices and features that ultimately helped us a lot.

VP, Digital Transformation
US-based Insurance Company
Chatbot Development
U.S.
$30M+
2.5 months
Tech Stack Used
Botkit
Rasa NLU
Facebook
Amazon Alexa

The partner is one of the leading insurance providers in the US. Their repertoire includes everything from health and life insurance to travel and vehicle insurance policies for both corporates and individuals. Selling over 30 million policies every year across 35 states, they are scaling fast with a double digital YoY growth.

Chatbot Development
Tech Stack Used:
Botkit
Rasa NLU
Facebook
Amazon Alexa
Results

- Automated 30% of the queries that didn't require human intervention

-Reduced query resolution time by up to 40%

- Speed up the sales process by 2x

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Business Context

The mission was to build a scalable solution that could help them streamline their support processes and deliver a cohesive customer experience across channels. Relying on emails and IVR-based phone network was no longer effective to address their ever-growing queue of customer queries. Delayed response times, ill-prioritized inbox and lack of customized responses / insurance quotes were leading to lost business for the partner and a huge dissatisfaction among their customers.

The first thought was to adopt a SaaS solution that could help them overcome this challenge. However, plans of SaaS companies in the space are often structured based on per agent pricing. This would have been an extremely expensive deal for the partner, considering they currently have a customer support team of over 100+ employees, and a fast-growing headcount as they scale.

They needed a technology partner that could build them a customized multi-channel chatbot to suit their business needs.

How Velotio Helped?

A team of six was deployed on the project. Velotio built a cost-effective, highly-personalized AI-powered chatbot solution which was deployed on Alexa, Facebook, and the partner’s website.The bot was launched in 11 weeks and helped the partner offer a streamlined customer experience.

This involved building a Machine Learning (ML) and Natural Language Processing (NLP) system that could learn from customers’ historic data and read customers’ queries / tickets to offer extremely customized quotes and replies. This reduced query response time, improved sales and customer satisfaction for the partner.


RASA NLU was used to train the bot to handle over 110 intents along with hundreds of entities. As a result, the bot could now interact with customers in a more humane manner.

Botkit provided the provisioning to develop the bot once and deploy it on the two initially chosen platforms (Facebook and the partner’s website).

Challenge

The historic data from past cases was required to help the bot learn different variables that are taken into consideration while offering a personalized insurance quote for a customer. The team needed to retrieve eight years of data from email, partner’s CRM and core IVR system, which spiralled into millions of records.

Retrieving data from three different platforms caused a lot of overlap and variations in the variable names. The bot, however cannot learn from unstructured data. Velotio’s team needed a solution to convert this unstructured data into a structured one.

The Solution

The dictionary needed for this business problem was very niche. The team needed to identify all the names of different insurance policies from the transaction free text. Probability of finding such a reliable dictionary like this was very low. Hence, the team needed to create a dictionary for scoring the entire dataset.


The team used text mining techniques with R and SAS together to build an unstructured data model. R was used to create dictionary on smaller datasets and SAS was used to score this dictionary on the entire dataset.


Impact

The bot created by Velotio team provided a comprehensive solution to ensure great customer experience across channels by:

1) Automating mundane queries that didn’t require human intervention, like registering a claim, checking policy status, renewing insurance, and FAQs. Such queries made almost 30% of the queries partner gets on a daily basis. Now their support executives spend time on queries that actually require human intelligence.

2) Utilizing Natural Language Processing (NLP) to help the bot read customers’ queries / tickets to tailor replies in their language. The technology also came in handy in building features like skill-based routing, automatic prioritization scoring, canned responses and many others, which reduced overall query resolution time by 40% and improved customer satisfaction.

3) Offering extremely accurate insurance quotes based on the information provided by the customers after answering a couple of quick questions on the chat. Since customers could now get personalised insurance quotes right away without any manual intervention, it speed up the sales process by 2x.

“We were impressed by the depth of knowledge and experience of Velotio’s Machine Learning engineers, which made it easy for us to choose them over others”

VP, Digital Tranforrmation

Our journey together so far

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About Velotio


Velotio helps you deploy high-performance offshore teams on demand. We build teams that can design, develop and scale your vision in the most efficient way.

Our core areas of expertise include DevOps, Data engineering, ML/AI and Full-stack development. We're amongst one of the top software developers on Clutch with a rating of 4.8/5.

Here are a few reasons why our clients love working with us:
Great technical expertise. We come to the table with solutions, not problems.
We help you quickly add experienced and qualified engineers to your team, as and when you need them.
Soft skills are an important selection criterea for us. All our engineers command good English language skills, both written and oral.  
Quick turnaround inspite of the time difference.

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