Voice AI Automation - Leveraging Call Insights for Effective Insurance Claim Automation скачать в хорошем качестве

Voice AI Automation - Leveraging Call Insights for Effective Insurance Claim Automation

I’m excited to share how to make your voice AI workflow automation truly actionable for your business by leveraging call insights. I walk you through a use case involving an insurance claim process, highlighting how to extract crucial information like the policy number and claim details. After completing the call, I demonstrate how a confirmation message is sent to the customer, ensuring they are informed about their claim status. I encourage you to explore these insights further, as they can significantly enhance your reporting and automation capabilities. --- Transcript --- Happy New Year everyone! This is the first of the year, and I'm particularly excited about this one, uhm, because it is about making your voice AI workflow automation actually useful and actionable for your business. 0:14 Uh, what I want to show you today is how to use information, data, uhm, from your call, and, and leverage this for triggering specific automations or getting some specific information. 0:26 Uh, what we want to look at is the call insights. Uhm, here I have some pre-configured and in-depth use case here, uhm, uh, it's an agent that is doing the first notice of loss for an insurance company that I just made up. 0:40 And, you know, you, in this case, you want to extract some information such as the type of claim, uh, if it's like homeowner insurance or, or whatever. 0:47 You have a description of the, uh, potential issue, uh, and then, of course, if the call has been completed successfully, uhm, it is very easy to add a simple call insights, uh, which is, uhm, you know, here you just want to, say, extract the police number of the user type, uhm, here in this case it 1:09 would be text, and here you just like Specify, extract the policy number of the person calling. You have that call insights here, those call insights are not just siloed and, and, you know, things that you can report on, but they're actually also, you can use them for specific conditions, and specific 1:33 variables, and customization. Uh, in this case here at the end of the call, assuming, uh, the call, uh, first notice of loss that was completed successfully, uh, we want to trigger, uhm, text and SMS. 1:47 In this case here, another policy, I'm going I'm going to add a simple variable, and, I'm going to add the policy number variable, uhm, I apply the changes, I save it, and then from that point here, uhm, anyone can call, all this information will be extracted, so So now let's jump into the call. 2:08 Uhm, and, this is that. Hi, it's John with InsureAway. How are you today? I'm doing great. How are you doing, John? 2:21 I'm doing well, thank you for asking. I'm here to help you with your insurance claim today. To get started, could you please tell me your name? 2:27 Yeah, my name is Flo. Nice to meet you, Flo. To help you with your claim, could you please provide me with your policy number? 2:36 Yeah, my policy number is ABC123XYZ. Thanks, Flo. Just to confirm, your policy number is ABC123XYZ, right? Could you please tell me a bit about what happened so we can start your claim? 2:49 Yeah, yeah, yeah. I got a leak in my closet and the water damage. I see water marks on the wall and, you know, a few of my clothes are completely wet. 3:02 I'm sorry to hear about the leak and the water damage in your closet, Flo. That sounds frustrating. Can you tell me when you first noticed the leak and if it's still ongoing? 3:10 Also, is there any other damage besides the water marks and wet clothes? No, I think, I think that's it. I mean, it's going on my wood floor. 3:16 Uhm, but, yeah, I noticed it this morning, uh, when I woke up. Thanks for letting me know, Flo. So the leak is still happening and you first noticed it this morning. 3:27 That helps a lot. Do you know what might be causing the leak, like a broken pipe or something else? No, I'm not sure. 3:34 I think it might be a leak coming from the apartment upstairs. Got it, Flo. It sounds like the leak might be coming from the apartment above yours. 3:44 We'll make sure to note that. Just to make sure we have everything, is your closet in your home covered under your homeowner's insurance policy? 3:51 That's correct, yeah. And photos of it? Yeah, yeah, and I- I do have photos, yeah. Well. That's great, Flo. Having photos will really help with your claim. 4:01 Once we get everything started, you can send those over. Is there anything else damaged besides the closet walls and your clothes? 4:07 No, I think that's it. Thanks for confirming, Flo. I've got all the details I need to start your claim for the water damage in your closet. 4:15 We'll get the process going and someone will be in touch soon to guide you through the next steps. If you think of anything else or have questions, feel free to reach out.