BFSI


HOW RELIANCE GENERAL INSURANCE INCREASED THEIR PRODUCTIVITY BY 300 PERCENT

AmyGB.ai - Do More With Less

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



THE
CLIENT
Reliance General Insurance is one of India’s leading general insurers, with a huge client base that includes individuals, corporates and SMEs, offering insurance solutions that straddle several sectors such as motor, health, home, travel, marine, etc. Their emphasis on customer delight leads them to innovate consistently.
THE
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.


THE
SOLUTION
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).


KEY
OUTCOMES
  • 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
  • ,
  • 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.

INDUSTRY USE CASES

BFSI

BSFI
Use IDP to enhance efficiencies, higher security and greater control of data.

Healthcare

Heathcare
Focus on improving patient care by better management of physician and operations data.

F&A

F&A
Move beyond manual processes to save time, avoid costly errors and keep valuable information at your fingertips.

Invoice Processing

BSFI
Reduce expenses and time spent on issue resolution by eliminating complex, labour-intensive processes.

Logistics

Logistics
Extract business-ready information from non-standard documents to improve shipping visibility without any delays.

SO, WHAT WOULD YOU WANT  
TO AUTOMATE TODAY?

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AmyGB.ai - Do More With Less