To improve the efficiency of service and save time for customers, a voice robot was tested in the Rosgosstrakh contact center. The robot reminds customers about the next payments under their policies, about the prolongation of the insurance contract and informs them about the appointment at the service station, while always having the opportunity to communicate with the operator if the customer has questions. According to the results of the pilot project, almost 50% of the customers who received a call from the Rosgosstrakh robot agreed to continue communicating with him.
"We are constantly studying which channel of interaction is most comfortable for customers, building a system of cascading communications and monitoring the effectiveness of each channel," says Svetlana Beri, Director of the Customer Relationship Management Department of PJSC IC Rosgosstrakh. — The robot for Rosgosstrakh is a communication tool that we deliberately did not launch for a long time, because the emotional trail from this technology is ambiguous. We identified the type of communications and the customer segment to whom it suits, and only then began a pilot for 1,500 customers in a number of regions: Moscow and the region, St. Petersburg, Nizhny Novgorod, Krasnodar, Novosibirsk, Krasnoyarsk. Robots often cause irritation, and even at the legislative level, protection against them is being worked out, so our robot does not work for sales, immediately appears to be a voice assistant robot and does not seek to resemble an operator. The purpose of the test mode was to check the willingness of customers to communicate with the robot in an informational format. After the robot filled the clients with important points related to the protection of their property using the simplest scripts, we checked whether there was any negativity from such communication. Based on the successful results of the pilot, it was decided to develop the technology as an aid in informing customers, and only where it is of value primarily to the customer himself."
According to the results of the robotic call, it turned out that more than 16% of customers are ready to talk to the robot in any case, more than a third — only if the robot informs about the actions under their policy. The rest of the pilot's participants either asked to switch to the operator, or were not ready to communicate at the time of the call.Please note that this press release is based on materials provided by the company. AK&M Information Agency shall not be held liable for its contents, nor for the legal and other consequences of its publication.
