Voice Automation Solutions

Insurance

Give Agents & Policyholders Account Access

Modernize Business Operations

Insurance providers and agencies are focused on providing top-tier customer service, especially during emergencies and natural disasters. They also have a business that depends on efficient processes and responding to customers in a timely and caring manner to make them profitable. How do they marry these needs together?

Self-Service Options

By enabling policyholders to access their account information with automated solutions and generative AI, insurance companies and agencies can quickly modernize their businesses without sacrificing the customer experience. Frequent interactions can be automated through phone, chat or SMS self-service options. This enables policyholders to get the information quickly - check their claim status, make a payment or get policy information - they need without waiting for a live person to answer.

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Improve Customer Service & Response Time

Using automated voice or response solutions to free agency staff from repetitive tasks, they can now spend more time handling interactions that need a better understanding or personal touch. This equates to greater customer satisfaction and increased ROI.

Automation also boosts productivity and retention rates. A recent study found that generative AI boosts productivity by 14%, reduces stress, and increases employee retention in customer support roles.

The Insurance Journal reported that AI models enable insurance companies to be more proficient at processing repetitive, predictable queries for claims and repairs to respond faster and get drivers back on the road. AI can simplify ordering parts and ensure a greater likelihood that the order is correct to accelerate the repair process. Plus, it aids adjusters in creating quotes and total loss decisions. AI can also respond quickly in natural, conversational language to help a claims representative solve stressful problems.

Personalize Your Service and Response

Personalization options become available when generative AI is integrated with customer data like CRMs and databases through APIs. This connects the agency and provider with the policyholder more authentically and genuinely while keeping communications concise and clear. When companies apply data to connect with their customers personally, they can experience greater returns in revenue, customer satisfaction and loyalty.

Automatically stay connected with customers from quotes to handling claims.

Common Use Cases for Insurance

Account Management

Activate User

Balance Inquiry

Claims Status Notification

FAQs

Fraud Alerts

Intelligent Routing

Name & Department Directory

Open a Claim

Outbound Alerts & Notifications

Password Reset

PCI Payments Processing and Transfers

Personal Information Updates

Policy Information

Policy Quotes

Pre-Qualify Applications

Renewal Reminders

Service Activation

Surveys

Voice Biometrics or Standard Standard Authentication

Automation Toolkit for Developers

Build Applications for Omnichannel Engagements

Developers can utilize various tools in the Plum Voice toolkit - Plum Fuse, Plum DEV, Plum Chat and Plum Message - to develop voice automation, SMS messaging and chat solutions.

Plum DEV and Plum Fuse complement and support each other - code in VXML and then manage with a low-code GUI tool - for an agile and flexible experience. Then, use APIs to connect to thousands of data sources, including CRMs, for real-time information.

Plum Fuse Templates - Insurance

The Plum Fuse Template Center gives users access to a library of pre-built templates for voice applications. Users can choose the appropriate template to build a voice application for their business needs, then customize it to be unique to their brand and business operations. Templates applicable to this industry include:

2FA
Account Inquiry
Account Inquiry (Dialogflow)
Account Inquiry ASR
Card Activation

Payment Application
Payment Reminder
PIN Reset
Prequal Loan
Survey - CSAT

Secure and Scalable Platform

The Plum Voice platform is built on a fault-tolerant and scalable cloud architecture delivered over a Tier 1 telecom infrastructure with built-in redundancy and designed for 99.9% uptime of your voice applications.

The Plum Voice cloud infrastructure is built to meet rigorous security standards. It has undergone rigorous audits to achieve PCI-DSS, SOC2 and HIPAA compliance and is a Visa Verified vendor.

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Benefits for Developers

Rapid speed to deployment - build in days, not weeks
Improve ROI
Flexibility in hosting and coding
- Multiple options for development from GUI to VXML and other coding languages
- Users can host applications outside of Plum Voice in their environment and then tie into Plum Voice's platform for voice carriage
- Integrate the best features of AI engines from Google, Amazon, Nuance, IBM and others to offer the latest in generative AI advances
Straightforward and easy-to-use APIs
API calls are included in our pricing for cost savings
Plum Voice's Professional Services team can develop applications that the user hosts
HIPAA and PCI Compliance - The Plum Voice cloud infrastructure has undergone rigorous audits to achieve PCI-DSS, SOC2, and HIPAA compliance

Support Center

24/7 technical support
Extensive documentation available to support coding and development needs
Dedicated in-house Professional Services team
Community forums to get answers from fellow developers

350% Savings and Time for High-Touch Customer Service

Using live agents to process payments prevented one national insurance company from providing high-touch customer service. Learn how they used Plum's IVR platform to automate payments over the phone, reducing costs by 350%, and creating more time for live agents to do other tasks.

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