Bionic Operations combines the best of two worlds.
Human artificial intelligence.
The augmented agent, both in the field
and in contact centres,
is a most powerful manifestation of this principle.
System support for agents was not only limited in the past,
it was also static, meaning that recommendations
along customer journeys were predefined
based on simple rules and a specific set of conditions.
For the Bionic Insurer, all customer interactions,
including those between customer and agent, are digitised,
significantly enlarging the database to be leveraged
for system recommendations in the future.
What's more, system recommendations are dynamically adjusted
in the real-time to the specifics
of the current customer interaction.
As a result, the outcome is less dependent
on the expertise, intuition, and judgement of the agent
and much more standardised than in the past.
The journey, as such, is very much tailored
to the specifics of the situation in real-time.
What does that mean as a specific example?
Let's take a water damage claim
that the customer raises via video chat.
AI-based behavioural analytics detect nervousness
on the side of the customer and issue the recommendation
to the agent to speak more slowly
and provides him with a granular list
of claims mitigation measures.
Based on the vast amount of pictures from historic claims,
the system qualified the customer's video of the damage
as not sufficient to confirm coverage.
An expert assessment is needed.
The agencies that were the previous claim,
the customer gave a five-star evaluation
for a particular repair company.
So he offers the customer that company
for the assessment and the subsequent repair of the damage.
So what is the benefit for the insurer?
The augmented agent enables human interaction
with a high-quality palette service.
It raises customer satisfaction as measured by T-NPS
by up to 30 percentage points and improves effectiveness,
reducing revenue leakage by up to 5%.
Bionic Operations is not just within reach,
it's already here.
Visit BCG.com and begin your journey today.