Goutam Datta
CIO Sep 07th 2016

Digital Innovation Strategy

ICICI Lombard innovated the Robotic Business Process Automation Framework. It automates unvarying tasks which have routine definite processes, methods, rules, and validations in the fastest possible time, without any working hour constraints. Chatbots using natural language processing engage with customers in an absolutely frictionless manner. They respond to customer queries, help with product comparison and process detailing, and if shown interest, enable a customer to buy a policy over the chat without any human intervention.

Chatbot on corporate social media platform for employees' help with any information on organization policies, HR processes, and operational procedures. These practices are set to grow tremendously for internal as well as external customers to make engagement easy and frictionless.  

The human agents were not able to satisfy all customer queries, and the drop-out rate was high. The chatbot implementation helped minimize the call turn-around time. Robots integrated with NLP engine does data entry in quote systems, sends for underwriting approval, and upon approval, it generates the quote PDF and sends back to the requestor.

Robots for user management requests processes about 6000 ID deletion and creations requests in two days as against 15 days earlier in manual operation. The robot replies to emails from other general insurance companies for no-claim bonus (NCB) confirmation. It validates the sender email id, checks the NCB availed by the customer in policy admin system, checks claim status in claims portal and confirms the same to the requesting general insurance company.

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