Amazon Lex for Insurance

Accelerate delivery of engaging conversational experiences for increased customer satisfaction.

AWS enables an agile infrastructure for insurance organizations to optimize and innovate the business, deepen customer relationships, and improve risk profiles. Using Amazon Lex, insurers can quickly launch new digital customer experiences as they modernize their core infrastructure and deliver personalized insurance products.

Amazon Lex for Insurance offers pre-built solutions so you can enable experiences at scale and drive digital engagement. The pre-built chatbots allow you to automate client experiences such as claims processing, policy management, premium payments, and insurance quotes. The purpose-built bots provide ready to use conversation flows along with training data and dialog prompts, for both voice and chat modalities. You can expedite delivery of client solutions while optimizing resources so your teams to focus on complex problems and build deeper relationships.

Benefits

Increased customer satisfaction

Amazon Lex enables you to create rich conversational experiences and deploy these in the contact center (e.g., Amazon Connect), social media platform (e.g., Facebook Messenger) or a mobile application. The pre-built bots include dialog orchestration, context management, and business logic execution so you can quickly automate customer service interactions. Native integrations with Amazon Kendra, Amazon Polly, and AWS Lambda allow you to provide comprehensive end-to-end solutions and achieve a higher CSAT.

Secure and fault-tolerant services

Amazon Lex is powered by AWS’ high-performance infrastructure to achieve greater agility, security, and reliability. The pre-built bots include authentication and verification flows along with robust conversation patterns for disambiguating user input. The bots can scale based on demand without impacting latency so you can support engaging real-time conversations. You can easily augment the conversational experiences with the breadth of functionality, including compute, database, and analytics as you incorporate regulatory changes.

Accelerated delivery

Purpose-built bots for Insurance can help you deliver a more satisfying, omnichannel experience while maintaining the focus on business agility. The built-in conditional flows allow you to quickly create conversation branches based on user input and context. You can easily publish your bot to chat services or a voice service such as Amazon Connect, directly from the Amazon Lex console, reducing multi-platform development efforts. You can now serve policy holders with sophisticated experiences in a channel and modality of their choice.

Use cases

Policy management

Improve the service experience for policy holders as well as insurance agents. With Amazon Lex, you can improve policy holder experience by automating processes such as reviewing policy details, updating account information, and supporting website operations. For the insurance agent, the pre-built bots can simplify the onboarding experience, billing support, and lead generation. A richer and faster service improves policy holder satisfaction and allows agents to focus on building deeper relationships.

Claims processing

Insurance companies need to provide a quick turnaround on settling claims. Use Amazon Lex to expedite claims handling by automating new claim report, claim status update, and document collection. You can benefit from integration with other AWS machine learning services to improve workflows such as document processing for increased efficiencies. With a completely automated end-to-end solution, you can accelerate the claims experience and attract new policy holders.

Home insurance

Home owners are adopting self-service apps for virtual inspections, damage assessments, and property measurements. Amazon Lex provides an opportunity to enhance your virtual quote or claims experience as policy holders answer questions and complete a site survey. The pre-built bots can be used to augment capacity to handle surge in claims or shortage of skilled professionals as insurers focus on an optimal digital experience.

Auto insurance

Insurers are using technology to simplify how customers purchase auto insurance and interact with the agency. With Amazon Lex, you can automate common auto policy holder activities such as providing policy quotes, managing accounts, and completing repairs. Delivering a seamless experience allows you to modernize your solution, meet rapidly changing customer behaviors and expectations, and drive business growth.

Life insurance

Consumers are demanding a customized and flexible solutions as life insurance companies focus on growth. With Amazon Lex, you can provide personalized experience by augmenting the conversation with wellness and health care suggestions. The pre-built bots can be used to support conversations for requests such as beneficiary updates, claims initiation, benefits query, and account management. Insurers can use Amazon Lex as they adopt a more interactive customer service model focused on providing continuous value to achieve differentiation.

Customers

Liberty Mutual
NIB
Cooperativa de Seguros Multiples de Puerto Rico

Partners

SmartBots
Learn more about Amazon Lex features
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