ICICI Lombard, India’s leading private general insurance company, on Women’s Day, introduced RIA (Responsive Intelligent Assistant), an NLP-enabled chatbot that will help improve end-user experience . The chatbot comes in the form of a human-like avatar that can converse with customers in English, and will soon be able to do so in Hindi as well. RIA uses state-of-the-art technology to process natural language as input and is equipped with an intent mining module that will help provide excellent conversational experience to customers. Serve as a face ICICI Lombard, RIA will help solve customer queries through multiple platforms such as WhatsApp, Telegram and the official website. RIA is a good listener and quick problem solver. She embodies an intelligent woman who is a mixture of gentleness and power and who knows how to lead a well-balanced life.
RIA can perceive the context of a conversation even when there is minimal input from customers. Once it perceives the context, RIA will activate the menus most closely related to the inputs. RIA is extremely fast and can communicate with customers, understand their expectations, process their requests and provide the best possible solution to their queries in seconds. Additionally, she can also educate and assist clients with motor vehicle claims, electronic copies of policy documents, policy renewals, changing/updating policy information and any other relevant services. The chatbot uses conversational AI to overcome the conventional rigid flow of automated conversations and is able to deliver a smooth and natural conversation that is indistinguishable from human interaction.
Speaking at the launch, Girish Nayak, Manager – Service, Operations and Technology, ICICI Lombardsaid, “Conversational AI, when supported by NLP, bridges the gap between the monotony of automation and the personal attention associated with human connection. Our effort is to make this technology a source of ease and efficiency for our customers Our chatbot, RIA, has evolved to the point where it can “understand” our language and behaviors, correctly understand the customer query and take appropriate action based on all information RIA leverages the same technology across all of our service platforms, ensuring a seamless customer experience. RIA constantly learns from every customer interaction and also collects customer feedback to help it continuously improve.” .
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RIA aims to alleviate customer concerns, provide more efficient and convenient service than ever before, and deliver a broader set of customer support solutions by leveraging technology.