'Al First' architecture improves self-service from 35% to 60%

Parthanil Ghosh, President Retail Business at HDFC ERGO General Insurance, details the progress and results w.rt. claims personalization

Ravi Lalwani: What is the overall approach to the personalization of claims?

Parthanil Ghosh: As a ‘Customer First’ organization, we leverage heavily on advanced technologies like AI & ML, and techniques like data mining to deliver personalized services to our customers. We have developed chatbots, robotics, and voice-based solutions to provide personalized CX anytime, anywhere.

We have implemented self-help portals and mobile applications, linked with core processing systems, to provide convenience to our customers. Being a multi-channel organization, we provide a host of options to customers for claims assistance, policy renewals, etc. For ease of documentation and simplified processes, we have also developed tools with pre-filled options, which results in quicker turnarounds and increased customer satisfaction.

We have launched multilingual support across digital platforms. For example, our self-help chatbot ‘DIA’ and our AI-enabled WhatsApp bot ‘MyRA,’ can assist our customers in 12 languages.