In recent years, various services based on artificial intelligence technologies have been actively developing all over the world. Many companies have begun to implement AI in their business processes to automate routine tasks, leading to increased profitability and competitiveness. Additionally, artificial intelligence is being used to improve the quality and convenience of the customer journey.
According to a recent study, more than 60% of Russians use services based on AI technologies in daily life: calling a taxi, ordering groceries or buying tickets for a vacation. Most of the things that surround us today use artificial intelligence. We don’t even know some things, but for example: artificial intelligence algorithms are used to make suggestions about which movie to watch. All of this creates a unique customer experience with convenient use and fast response when we receive the service at the time of need.
Companies increasingly perceive digitalization as an organic path of development, and the insurance industry is no exception. Already, general digitalization and the introduction of artificial intelligence are allowing insurance companies to create and develop online services that will become as useful as banking products in the future.
Just a few months ago, almost all questions from our customers had to be resolved in person in the office, but today we have a part of customer service that helps resolve them online, and the further we go, the more such cases will be increasing. Our aim is to move our customer services completely to the internet and, of course, to compete with banking services in terms of comfort and speed.
The current trend in all business areas is to improve customer service and personalize it for specific individuals or groups. We are no exception and try to make communication between customers and the company as comfortable as possible. To do this, we are developing a direction where we take on the task of collecting documents for an insured event, the client only needs to give us digital confirmation for utilities, and we will do the rest on his behalf.
In recent months, we have managed to significantly reduce the time it takes to make decisions and pay insurance claims, and what used to take weeks is now counting down to days. Now the person who finds himself in a difficult life situation will receive the funds he needs much faster.
That’s not all: We want to make the interaction with the insurance company as comfortable as possible. Our big goal is to move as many processes and user interactions online as possible and make it possible for customer issues to be resolved in minutes, not weeks or days.
To do this, we need to make a lot of revisions, improve manufacturability, increase the use of artificial intelligence for simple and complex tasks, digitalize and automate many processes, but we are ready for this, and we are ready not only to change ourselves, but also to change the industry.