AXA offers its customers omnichannel self-service with AI virtual agents
The global pandemic drove AXA, a multinational insurance company to speed up the process of digital transformation and the company is now moving towards a fully functional e-travel.
Today, AXA offers self-service support across multiple channels with virtual agents and uses the latest Born Digital technologies for data analysis as well as email processing automation.
AXA, a multinational insurance company, offers its customers omni-channel self-service with the help of Born Digital
The global pandemic drove AXA, a multinational insurance company to speed up the process of digital transformation and the company is now moving towards a fully functional e-travel.
Today, AXA offers self-service support across multiple channels with virtual agents and uses the latest Born Digital technologies for data analysis as well as email processing automation.
USE CASE
- Digital agent for voice and chat
- Automation of email processing
Fraud detection
NUMBERS
200+ years‘ experience
93 million clients
Present on European and other global markets (51 countries)
BENEFITS
24/7 availability
Omnichannel solution
Cost optimization
The Challenge
During the pandemic, AXA faced an unprecedented contact center overload due to the confusing travel restrictions. Therefore, in the first stage of the project, the goal was to implement a voice assistant and automate recurring customer interactions related to travel insurance.
Born Digital’s voice assistant proved to be a great success and AXA decided to expand the self-service channels (adding chat channel) as well as a portfolio of topics handled by the digital agent.
Thanks to the omni-channel approach and solutions offered by Born Digital, AXA eventually added the classification and automation of customer e-mails – thus, completing a full set of digital channels.
“Our customers often reach out to us in very difficult and stressful situations. Situations, that often require our immediate response and assistance. It is therefore essential to ensure they have an around the clock, high-quality customer support. Something that Born Digital perfectly provides.“
Lukáš Klozík, Travel Assistance Manager, AXA
The Solution - Virtual Agents
“The Voice Assistant proved to be a life saver during the pandemic. Back then, AXA faced a 250% onslaught of customer interactions,” Lukáš Klozík, Travel Assistance Manager from AXA explains. The implemented voice assistant helped out mostly with routine calls and provided customers with fundamental information – relieving overburdened operators from recurring queries.
The voice assistant further continues to be a great help during peak periods. In case all operators are busy, it collects important information and refers customers to web forms and self-service options. Apart from the travel insurance assistance, it also handles the process of claim liquidation and first authentication of loss (FNOL), health assistance and damage reporting.
“On average, it saves our operators 3 minutes on each 15 minutes long call – which is saving us not only time but also a great amount of operational costs,” Lukáš Klozík from AXA adds.
Impact
100K+
voice bot interactions
20%
fully automated interactions
87%
conversations handled by the chatbot
Automating Email Processing
Additionally, as AXA receives most of the evidentiary documents and information via email, the automation of email processing came naturally as a next step of digital transformation.
The Born Digital email classifier immediately sorts the incoming customer emails by category (e.g. medical reports), forwards them to the responsible agent and highlights essential information. Contact center employees therefore don’t have to read the entire email and instantly know how to handle it.
On top of that, AXA also implemented the Born Digital fraud detection technology. Artificial intelligence immediately evaluates whether the document sent in the attachment has not been falsified. “In this way, we are avoiding double reimbursements of insurance claims,” Lukáš Klozík, AXA.”