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Bionic Operations combines the best of two worlds.

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Human artificial intelligence.

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The augmented agent, both in the field

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and in contact centres,

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is a most powerful manifestation of this principle.

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System support for agents was not only limited in the past,

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it was also static, meaning that recommendations

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along customer journeys were predefined

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based on simple rules and a specific set of conditions.

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For the Bionic Insurer, all customer interactions,

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including those between customer and agent, are digitised,

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significantly enlarging the database to be leveraged

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for system recommendations in the future.

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What's more, system recommendations are dynamically adjusted

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in the real-time to the specifics

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of the current customer interaction.

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As a result, the outcome is less dependent

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on the expertise, intuition, and judgement  of the agent

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and much more standardised than in the past.

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The journey, as such, is very much tailored

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to the specifics of the situation in real-time.

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What does that mean as a specific example?

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Let's take a water damage claim

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that the customer raises via video chat.

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AI-based behavioural analytics detect nervousness

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on the side of the customer and issue the recommendation

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to the agent to speak more slowly

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and provides him with a granular list

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of claims mitigation measures.

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Based on the vast amount of pictures from historic claims,

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the system qualified the customer's video of the damage

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as not sufficient to confirm coverage.

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An expert assessment is needed.

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The agencies that were the previous claim,

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the customer gave a five-star evaluation

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for a particular repair company.

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So he offers the customer that company

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for the assessment and the subsequent repair of the damage.

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So what is the benefit for the insurer?

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The augmented agent enables human interaction

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with a high-quality palette service.

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It raises customer satisfaction as measured by T-NPS

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by up to 30 percentage points and improves effectiveness,

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reducing revenue leakage by up to 5%.

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Bionic Operations is not just within reach,

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it's already here.

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Visit BCG.com and begin your journey today.