Sold by: Cognizant
The AI-powered End-to-End Digital Communication Platform gives the insurance agents and customers a productive workspace for working through an insurance policy application. It feels as if the parties involved are having a natural conversation face to face. <br>
The technology platform processes information from audio conversation, determines its relevance, and populates the electronic application supporting the sale. Using a reflexive workflow and case management approach, it reduces the number of process steps required and generates results faster leading to quicker policy finalization, signature and issue.
Overview
The Communication Platform provides a digital platform for data capture, thereby minimizing all paperwork. The application has an interactive display where relevant parties can see the AI-driven speech-to-text conversion using Amazon Transcribe service. The platform can capture and input relevant texts, using Amazon Comprehend and Comprehend Medical services, into the policy application document, recommend plans with different quote values, real-time decision making, and purchase, including digital signature with DocuSign, e-payment using Stripe payment gateway, and a soft copy generation of the final policy.
The transparency of the process makes the customer confident, resulting in a higher conversion ratio. In addition, the platform helps the agent complete the policy application and conversion remotely where both the agent and the customer can participate from their comfortable places.
The platform can ingest customers’ health and medical data through integration with trusted APIs, use CRM systems for customer engagement, utilize LLMs for composing emails and customer profile. Before the purchase, the customer can view the entire policy application, pay the premium online over any integrated payment gateway and e-sign it.
AI Agents are used to anticipate customer needs and enhance response times, while in sales, it boosts conversion by prioritizing high-potential leads and offering contextual nudges.
The platform ensures all the customer PII and PHI data is encrypted at rest, using AWS KMS service, when stored in AWS DynamoDB tables or AWS S3 - the object storage service and passes encrypted over HTTPS protocol during transmission.
The solution is hosted partly on Unqork’s cloud (which internally uses AWS public cloud) and the rest on native AWS cloud services. All data transmission between the two environments is secured over AWS PrivateLink, which is a private connection.
Highlights
- Highly customizable platform where each client implementation can choose their preferred 3rd party systems and partners.<br> Web-based collaboration platform for insurance agents to interview customers and perform needs analysis by capturing medical and health data leading to policy recommendation, finalization, purchase and issue quickly.
- Completely secure collaboration solution where PII and PHI are shared with agents on a need-to-know basis, secure e-payment option, e-signature, and paperless.<br> • Expediated single-tenant deployment of the Communication platform on codeless Unqork platform and on AWS leveraging AWS CDK (Cloud Development Kit) service helps insurers to rapidly transform their policy sales process.
- Integrated with external APIs to capture customer’s health data, CRM systems to enhance productivity, decision-making, and customer engagement, Generative AI Foundational models for composing email invites to customers and creating lead profile of the end customer using conversational AI Agents.
Details
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Delivery method
Deployed on AWS
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Support
Vendor support
For details contact Craig Weber Craig.Weber@cognizant.com