Challenge

Momentum Metropolitan Life Limited wanted to reimagine the client servicing experience.

The COVID-19 pandemic had severely impacted how the South African insurer services its clients. Most of the insurer’s service staff and branches were unavailable since the lockdown to assist clients, resulting in a substantial backlog of service-related queries, specifically claims. In addition, the contact center always grappled with high call volumes during the tax closing period. These calls were mostly from clients who needed tax certificates for their insurance accounts. 

The insurer needed to find a way to make the available staff perform complex servicing-related tasks, while automating simpler, more mundane processes.
 

Solution

Momentum Metropolitan Life leveraged TCS conversational AI platform to transform its service center operations.

The industry-recognized conversational artificial intelligence (AI) platform was deployed across various self-service channels, including the web, WhatsApp, and Facebook.

From the initial pilot to the technical and business feasibility stage, the solution was moved to production within four months. Thanks to extensive insurance domain knowledge and a pre-built knowledge base in Conversa, TCS was able to quickly implement the solution. 

The TCS team identified the right key performance indicators (KPIs) to monitor and fine tune Conversa on a continuous basis leveraging an offshore-based support model.

Momentum Metropolitan Life was able to quickly integrate Conversa for its new and existing customers through chat and voice. Here’s how TCS helped the customer successfully deploy Conversa: 

• All the use cases were configured in a short time with minimum technology intervention, using low-code/no-code features. This reduced the time to market, allowing Momentum Metropolitan Life to launch the conversational assistant just before the tax season.

• WhatsApp, Facebook, and web channels were launched for Momentum Metropolitan Life’s customers through a single business logic management interface. This allowed them to interact with their insurance providers at any place and at any time.

Benefits

TCS conversational AI platform has helped Momentum Metropolitan Life become agile in its client servicing operations.

The chatbot has helped the insurer to quickly respond to market and environmental changes, especially those which impact client demands and their situation. The insurer has yielded the following benefits thanks to Conversa:

• Customers use the self-service channel for over 12 business processes, resulting in 10-15% call deflection

• More than 100,000 users are connected through the social self-service channels

• 1.8 million conversations were handled in the last year with more than 95% accuracy 

• More than 40,000 tax certificates and insurance policy statements have been downloaded through WhatsApp till date
   

The TCS Advantage

TCS conversational AI platform is a full capability solution.

It enables full-fledged and customizable conversation analytics and reporting capability for both business and operational users. This helps operations teams and senior management gain real-time visibility on existing business functions and customer needs.

The chatbot is equipped with a proprietary hybrid machine learning-based conversational system underpinned by algorithms and keyword options for greater accuracy. This helped Momentum Metropolitan Life to put in place fixed operation costs irrespective of the constant growth in user adoption and conversations.

Conversa supports on-premise as well as private and public cloud setups with containerization (private, public, hybrid, and software as a service (SaaS)). By deploying Conversa on its private cloud, the South African insurer was able to easily integrate the conversational assistant in its existing IT landscape.
 

What Made it happen