5 Ways RPA Can Improve the Customer Experience

5 Ways RPA Can Improve the Customer Experience
  • Assisted RPA [partially automated] — The process is completed with some level of human intervention, where at times the queries might require an agent or someone higher up to take over.
  • Unassisted RPA [Fully automated] — The cases where RPA handles the entire process end to end, without any human intervention.
  • Higher ROI- With the adoption of RPA, companies can now focus on some of the other aspects that might require human involvement — decision-making, developing new strategies or face-to-face customer interactions thereby increasing insurance sales. There is also the impact of RPA on the distribution channels, in areas related to regulations and compliances.
  • Marketing through word of mouth — Customers today rely heavily on reviews from their friends, or others posted online. With RPA integration into the existing business model, the insurer improves the customer relationship, reducing time across processes, especially claims processing. This in turn leads to customer retention, and new customers flowing in through word of mouth reviews/promotions.
  • Round the clock assistance — RPA and AI have revolutionized the business of insurance. With chatbots and virtual assistance available, customers can reach out to the brand anytime from anywhere to clarify queries, obtain quotes or share information. Their queries are addressed instantly unless it requires human intervention. Customer needs are met round the clock, which in turns leads to higher customer satisfaction.
  • Accuracy & productivity assured — Since machines handle large volumes of data, the margin of error goes down to the minimum, which translates into faster processing of submissions. Similarly, there is consistency in the process that in turn boosts an insurer’s productivity giving them time to innovate and offer personalized products and suggestions to customers.
  • Improved TAT & value added services — Machines complete tasks faster, which improves the turn-around-time drastically. And with the human task force focussed on strategies, the avenues for value added services grow. These value added services can be focussed on offering enhanced customer experiences. There is also a significant shift in how the underwriting process and pricing is done.

--

--

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store