Universal Sompo General Insurance has launched Artificial Intelligence (AI) powered virtual agents for its motor claims services in India.

Utilising conversational AI, the company’s AI-powered virtual agents will carry out routine conversations traditionally handled by live agents.

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Typically, the First Notice of Loss (FNOL), which is the initial step in claims processing, is usually a call centre-based service requiring extensive questions and data gathering.

Customers who have had a motor accident and are wanting to register a quick claim are usually under stress and look for convenient ways to report the claim without having to wait in call queues, noted the company.

The new initiative is expected to improve the customer experience by offloading routine calls from customer service representatives to AI-powered virtual agents.

Additionally, it is expected to cut down the entire turnaround time (TAT) in the claim registration process and reduce the wait time for filing a claim, checks on claims status, and review of policy information.

Universal Sompo General Insurance Company CEO and managing director Sharad Mathur said: “Claims notification is a critical customer touchpoint in insurance. In Post-Covid era our biggest challenge is how we should Never Miss a Customer Call. AI automation will help streamline experience for both our customers and backend operations and we are placing big bets on it.”

Universal Sompo recently deployed initiatives such as Mobile Application (M-POS) for POS channel, Payment Integration with digital wallets, System for Crop Insurance and Customer self-service portal.