Enhancing Customer Experience in Insurance with Conversational AI

Aspire General Insurance Services is a private passenger auto liability and physical damage carrier based in California. The company manages all aspects of the insurance process, from the point of sale issuance with independent brokers to customer service, billing, and claim handling. Aspire is committed to employing the latest technologies to support reliable customer service in both their claims and customer service departments. They strive to provide the best possible experience for the array of requests they receive, whether they are responding directly to queries concerning personal accounts or providing lienholders and brokers with the right information.

Aspire General Insurance Services, a California-based private passenger auto liability and physical damage carrier, was facing challenges in managing customer service efficiently. The company, which handles all aspects of the insurance process, was relying heavily on human agents for customer interaction and professional conversations across the insurance cycle. This reliance was making optimal customer service cumbersome and time-consuming. The customer service team, including chat services, was supported exclusively by human agents, which limited the resolution time for customer chats and led to elevated wait times for simple customer inquiries. Depending on various factors like staff turnover and external pressures, customers sometimes had to wait for as long as half an hour to be served.

To increase efficiencies and expand the volume of customer interactions, Aspire decided to deploy virtual agents to reduce the involvement of human agents in simpler chat interactions. After considering various vendors, they chose boost.ai for their conversational AI platform. This platform offered 24/7 customer support and a no-code conversation builder that allowed the team to easily create and deploy service flows for customers, brokers, and lienholders. The platform also provided a training editor that enabled the Aspire team to conduct real-time reviews of the virtual agent’s performance and optimize its responses across different stakeholder interactions. The virtual agent could handle inquiries across California and Michigan, determining the best paths for incoming customers based on their location and account status.

• The implementation of the boost.ai conversational AI platform has significantly improved Aspire's customer service operations. The virtual agent has not only reduced the wait times for customers but also allowed the company to handle a larger volume of interactions without the need for additional resources. This has given Aspire the presence of a much larger organization. The virtual agent also offers immediate service options to stakeholders. Moreover, the platform's ability to adapt to changing needs and locations ensures that Aspire can quickly adjust to any elevated needs or expansion requirements, ensuring that their virtual agent grows in step with the organization.

• With the boost.ai solution, Aspire can now handle over 4,000 chats they receive a month.

• Over the last 8 months, Aspire has seen around a 93% increase in total call volume.

• The virtual agent experienced around a 71% increase in chat volume in the same 8-month period.