Convert by ORI for General Insurance

Explore how Convert by ORI solves for use cases for the General Insurance category

The General Insurance buyer Journey


Insurance buyer journey

General Insurance - Use Cases

Product Discovery and Awareness

How?

AI - led customer - product mapping to drive interactive personalization and scale. Position offering and drive product awareness based on exhibited and underlying behaviour triggers. Nudge the user towards closure with key behavioral and conversational insights that constantly learns and optimizes for quickest path to closure.

Impact

Can handle the delivery of over 100 billion messages per month, which are typically being delivered purely through text messaging. Nudge the customer with key offers and products to drive increased product awareness.

Lead capture and Qualification

How?

Using human-like automated conversations to capture leads in a nonintrusive conversational manner. Faster lead collection and qualification processes leading to ease of personal information sharing via a chat interface. Seamless sync with multiple systems such as CMS, CRM, and existing tech stack to enable real time document checks. Live agent handover, with complete context - for fallback instances.

Impact

At scale, can handle an equivalent of 1/2 of the call center traffic, with multi-lingual support. Faster turn around time on leads. Real time customer cohort and ability to apply behavioural analytics. Real time lead qualification and prioritisation. Reduce dependency on live chat agents by up to 80%.

Risk Assessment

How?

Advanced analytics layer syncing with Virtual agent to qualify lead. Real time risk assessment enabling quick turn-around on high intent leads. Enable users to self calculate premium, go on a self-learning product discovery path via an intuitive chat interface. Immediate qualification, approval and decline of lead within one communication channel.

Impact

Faster turn around time on insurance applications. Real time customer segmentation and ability to apply behavioural analytics. Real time lead qualification and prioritisation. Live agents and sales staff can focus on the most qualified and risk worthy customers.

Follow-up, Nurturing & Engagement

How?

Automate multiple use cases with end-to-end, interactive, transactional capability using a single Conversational AI platform across 40+ channels in multiple languages. Handles complex L2 & L3 queries to manage over 70% of customers' most complex queries without agent intervention at accuracy levels upwards of 93%. Update prospects on aspects such as premium rates, special offers, and discounts, family insurance plans, etc. Designed to provide predictive analysis to cleverly gather data from customers’ preferences.

Impact

Predictive analytics engine enables intuitive customer conversations to keep users engaged - lifting response rates by 38-40% and quicker response times. Nudging the user at key intervention points during the decision making and buying process - sharing relevant information etc. Using brand and industry related data to enable competitive benchmarking around plans, pricing, premiums and claim processing to build trust and brand affinity. Sharing key information to drive the prospect to quick closure.

Policy Purchase & Processing

How?

Seamless sync with back-end systems and application processing engine to deliver updates on application stage and timelines. Nudges and updates users on next steps during application processing, information needed, policy processing date, policy add-ons etc. Policy document sharing, invoicing and other details and aspects shared via conversations on messaging channels.

Impact

Lifts user sentiment and brand loyalty. 2X call center productivity via automated follow-ups and workflows. Improved brand trust.

Increasing LTV : Post purchase updates and renewals.

How?

Automates post purchase queries along with Live Agent handover for when needed. Enables proactive updates on policy details, claim processing, premium renewals, check-ups etc. Assistance and information sharing on health (health insurance), vehicle maintenance (auto insurance) in a hyper personalized and context rich format.

Impact

Elevates post sale customer experience. Trickle down effects that result in 18% more upgrades.

Increasing LTV : Upsell and Cross-sell

How?

Seamless sync with marketing automation stack and backend CMS to nudge customers across multiple channels - with contextual and personalized conversations. Building engagement at customers key life stages such as birthdays to create a hyper personalized experience. Tapping into existing customer information to recommend additional suggestive insurance plans, top-ups, add-on packages and multi-year renewal offers.

Impact

Curated triggers and nudges leading to 27% increased upsell instances. Contextual and relevant offers result in 30% increase in inbound opportunities. Trickle down effects that result in customer referrals. 3X productivity of sales staff owing to automation and automated outbound workflows.

Thank you! Our team will get in touch shortly.

Get Started! Schedule a 10 minute demo.

Have questions about pricing, plans, or use cases? Fill out the form and our conversational specialist will be in touch shortly.