Here's how Insurance company Topdanmark uses their internal chatbot to supercharge their human agents
I am often writing about public facing chatbots or conversational AIs and whilst they can be incredibly effective for organisations, I want to make sure I'm not forgetting the awesome internal use cases.
Many companies I've met and researched – especially in Financial Services – will have one or two public Conversational AIs... but they'll often have 3, 4 or sometimes 8 different internal Conversational AI installations to serve their internal agents.
This is one of those aspects that isn't very well known or regarded, simply because we as a marketplace don't tend to talk too much about internal activities.
Here's an excellent video from the team at boost.ai highlighting the work they've been doing together with Deloitte DK and Topdanmark to turbo-charge the abilities of their insurance agents to get stuff done quicker.
Anecdotally, some of the internal metrics I see in similar situations are absolutely astonishing. I do mean, astonishing.
For example, before the Conversational AI chatbot, one organisation I spoke with had a ratio of 1 second-line support agent to 7 front-line agents. About 6 months after the Conversational AI was implemented, that ratio had moved to 1 second-line support agent to 95 front-line agents. Just astonishing.
Employees love it. Managers love it. Customers get a better experience.
Now, when you put both the internal conversational AI together with the external customer-facing Conversational AI... that's when positive fireworks can happen. Huge shifts in cost-to-income. Huge customer satisfaction improvements. Fantastic efficiency gains. Great internal satisfaction... and so on!
If you'd like to know more about the boost.ai team and what they're doing, talk to Thomas Vollmer in the Nordics:
Or reach out to Nick Mitchell, their Chief Revenue Officer:
Nick Mitchell
