AI Case Study

SWBC automates addressing customer queries about claim submissions with 95% accuracy using chatbot

SWBC an insurance and mortgage firm in Texas deploys Next IT's chatbot solution to automate customer service by addressing customer queries and even assisting with claim submissions or purchases. The chatbot serves more than 20,000 customers out of which only 4% require live help.

Industry

Financial Services

Insurance

Project Overview

"Launched in October 2012, Ask Emily allows SWBC to offer lenders a competitive advantage by enabling borrowers to resolve their loan-insurance issues on their own time, 24/7, via an advanced natural-language enabled self-service channel.

Ask Emily simplifies an otherwise complex process by looking-up the loan account and determining the necessary solution. Emily then guides the borrower through the process of resolving their issue, answering any questions along the way and even assisting with the purchase of necessary insurance to keep the loan to good standing."

Reported Results

According to Next IT:

* Emily serves over 20,000 borrowers per month out of which only 4% require live help
* Questions are answered with 95% accuracy
* The number of website visits more than doubled
* Borrowers who submitted their insurance with Emily had over a 90% submission success rate

Technology

Function

Customer Service

Technical And Product Support

Background

"Headquartered in San Antonio, Texas, SWBC is a diversified financial services company providing a wide range of insurance, mortgage and investment services to financial institutions, businesses and individuals.

To submit their proof of insurance or get answers to their insurance-related questions, borrowers were instructed to place a call to a live representative – but outside of the call center’s hours, they were referred to a FAQ website and told to call back during open hours."

Benefits

Data