Chatbot & Voice Bot Integration with Guidewire Digital Portals
DOI:
https://doi.org/10.63282/3050-9246.IJETCSIT-V5I1P109Keywords:
Chatbot, Voice Bot, Guidewire, Digital Portals, Natural Language Processing, Insurance Technology, Conversational AIAbstract
The need to increase the digitalization of the insurance business has resulted in the advanced conversational AI systems based on chatbots and voicebots being integrated into the customer-facing platforms used by customers. Guidewire Digital Portals include a comprehensive set of insurance digital engagement tools, providing insurers with the capability to deliver convenient, on-demand assistance to policyholders. In the following paper, the complex subject of implementing a best-fit chatbot and voice bot system with Guidewire Digital Portals is explained, covering its architecture, implementation style, advantages, and drawbacks. The integration will allow the insurers to have the ability to maximize customer experience, reduce operational expenses, increase accessibility and streamline claims processing. The integrated solution, utilising Natural Language Processing (NLP), speech recognition, and artificial intelligence-based dialogue management, enables 24/7 omnichannel support. The research involves a review of the literature on current implementations of chatbots and voice bots in the insurance industry, a thorough dialogue on the implementation strategy used between the two companies employing the existing methodology of integrating with Guidewire, as well as an examination of the findings in a case study undertaken with a medium-sized insurance company. The results demonstrate that customer satisfaction has increased by 28 per cent, the average time spent servicing a customer has decreased by 35 per cent, and there has been a 40 per cent rise in self-service uptake. The final section of the paper includes best practices, future scope, and recommendations for insurers who may want to implement such a solution
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