(soft beat music)
Lucy: Bionic operations fundamentally reshape
the customer experience by adding new service dimensions,
one of them being customization down to the individual level
and subject to the specifics of the situation,
all of that driven by AI.
Service customization in the past
was characterized by assigning customers to static segments.
In this model, a customer qualified as a gold customer
based on socio-demographic criteria
like profession, income, et cetera,
and would therefore always receive
the same high level of service.
With the bionic insurer,
segmentation happens not according to the customer,
but in real time according to customer interaction.
For example, if the same customer lost her luggage
at the airport,
she would be offered a self-service option.
If, on the other hand, she got sick abroad,
she would be offered personal assistance via a video chat,
including arrangement of a doctor
to look after her in the hotel.
We call this model Dynamic Mass Personalization.
It provides the right experience to the right customer
at the right moment through the right channel.
What comes with it is the need for micro standards.
In other words,
the ability to define and manage SLAs
at the micro segment level.
The prerequisite of Dynamic Mass Personalization
is the digitization of all customer interactions,
regardless of channel.
With an ever-growing database of customer interactions,
AI can test and learn which type of service
works in which situation,
maximizing customer satisfaction.
Therefore, based on a minimum number of criteria
to be checked at the initiation of the customer request,
the system can identify the most suitable channel,
service rep, type of language and tonality,
and much more, tailoring a customer service
that could never have been delivered in the past.