How Reliance General Insurance increased their Productivity by 300%

Head Quarters

Mumbai, India

Industry

BFSI

Company Size

10000

Challenge

RGI felt the need for a solution that would automate responses to bulk repetitive e-mails containing document attachments with the objective of increasing productivity and efficiency and enhancing customer delight with reduced turn around time.

Outcome

  • 300% productivity gain:
    Same number of agents now equipped to handle 5 times higher volume. The solution has helped free up agents from mundane work to be re-allocated for more productive work. 50% manpower re-allocated to tasks with higher complexity, resulting in a more productive and efficient customer support team with necessary skills to provide exceptional customer experience
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  • 98% reduction in Turnaround Time:
    The standard response time of average 24 to 48 hours has been reduced to less than 20 minutes
  • Cost Reduction:
    On average, organisations end up spending 70% higher costs in providing above average quality of service to their customers by investing in more manpower rather than using automation
  • Enhanced Quality:
    Customers of RGI experienced significantly higher consistency and quality in communication, which was more accurate and consistent in comparison to the varied skills, training and attrition dependent communication of the human workforce, with CSAT scores jumping 2x.

Approach

AmyGB deployed a combination of two of it’s products: MailERA for e-mail automation, and VisionERA that uses Computer Vision & AI to automate document processing with maximum accuracy.Customer requests via chat or e-mails with document attachments land into the customer support console equipped with AI and NLP software that read and understand the nature of the query and tag the same into categories or sub intents. Mails containing attachments are processed using computer vision software enhanced with AI, Machine Learning and NLP technology. The data thus extracted is validated using APIs prior to feeding into the database. Basis the data extracted and validated with information residing in the database, an automated response with query resolution is shared with the customer within minutes of receipt of query, via the same channel of communication (e-mail or chat).