ICICI Lombard, India’s leading private non-life insurance company partnered with Skit.ai, an AI-based SaaS voice automation platform, to launch a first-of-its-kind AI-powered Digital Voice Agent to assist customers seeking the status of their insurance claims, for health and motor insurance policies. Leveraging the Skit Augmented Voice Intelligence Platform, ICICI Lombard will be able to simplify the traditionally complex process of seeking claim status, while focusing on customer experience and empathy. The Digital Voice Agent will effectively reduce the average call handling time, improve call containment rates and automate customer interactions through intuitive, human-feeling dialogue.
Having recognized the need for improving empathy in insurance, ICICI Lombard has pioneered the journey to modernize and elevate customer experience in the insurance claim process. The Skit.ai Augmented Voice Intelligence Platform, integrated with ICICI Lombard’s CRM systems, will enhance the speed, accuracy, and ease of conversation. This is a crucial cog in ICICI Lombard’s CX innovation strategy. It is expected that this strategic initiative will help ICICI Lombard achieve up to 30% call containment, allowing human customer support agents to focus on tackling more complex claims and escalations. Further, it will also enable saving close to 28% of contact center costs. The Digital Voice Agent has already started helping customers to complete the process of receiving updates on the status of their claims in under a minute while providing a consistent and empathetic user experience. This also takes away the monotony of having to wade through IVRs and the typical DTMF experience.
Commenting of the partnership, Girish Nayak, Chief of Service, Operations and Technology, ICICI Lombard said, “At ICICI Lombard, we believe that insurance is a promise that a customer pays for upfront, and the claim is the moment of truth. With our digital transformation strategy, we have set out to deliver on this promise with an intelligent Digital Voice Agent that cuts down on customer wait time and holds empathetic conversations. It is an unconventional, modern solution that simplifies a legacy process that is quite complex.”
While talking about the partnership, Sourabh Gupta, CEO and Co-Founder, Skit.ai said,
“Voice automation and intelligence have the potential to transform and bring about strong foundational changes within the customer experience space. We are thrilled to partner with ICICI Lombard and embark on this journey to digitally transform the Indian insurance sector. Voice is the future of interface between customers and businesses and with Skit.ai’s advanced SaaS-based Voice AI solution, ICICI Lombard will be able to deliver world-class customer service, with no more wait time.”
Skit.ai believes that the future is voice-first, and their vision is to be the world’s leading voice company with sophisticated, differentiated, and one-of-a-kind voice technology. Skit.ai is expanding its footprint to larger markets, leveraging its extensive expertise in deep tech, artificial intelligence, and automation to help businesses transform customer interactions in an ever-changing digital world.”