Ingosstrakh and CraftTalk are testing scenarios and the ability to use GPT in a contact center

2023: Testing the capabilities of GPT use in a contact center

Ingosstrakh and CraftTalk are testing scenarios and the ability to use GPT in a contact center. CraftTalk announced this on December 11, 2023.

As part of the sustainable development strategy, Ingosstrakh is developing a client-centric approach, introducing omnichannel and automated communications to facilitate interaction with its clients. The most important principle in building communications is that no message should go unanswered.

At the beginning of December 2023, Ingosstrakh uses a platform to answer customers, «CraftTalk: All-in-one» which allows you to comprehensively solve the issue of processing requests in different communication channels and manage the company's knowledge from a single source - the knowledge base. It does not matter where the message comes from the insured: from a chat on the company's website, through, in email, mobile application the agency portal or messengers in and - social networks Vkontakte Schoolmates Ingosstrakh will process the request within a few minutes, provide an answer or contact a specialist who will help resolve the issue. At the same time, specialists from several departments use a single up-to-date knowledge base, which simplifies the process of obtaining the necessary information and improves communications both with clients and between departments.

We continue to develop the omnichannel communications project with customers and are constantly looking for new opportunities to improve the efficiency of the contact center. As soon as our CraftTalk partner got the GPT functionality, we decided to analyze the technology's capabilities for our tasks. The Ingosstrakh expert group identified several scenarios for the possible operation of GPT - direct communication on routine requests with the client or active assistance to contact center operators. Based on the test results, we came to the conclusion that in the first stage it would be optimal to use GPT as a smart operator assistant. This allows you to further learn the model and eliminate the possibility of an error in the response when working with artificial intelligence, - said Alina Logvinova, director of remote customer service at Ingosstrakh.

The tests were carried out on the Ingosstrakh knowledge base - working with the Personal Account (registration and restoration of access). Within the framework of CraftTalk tests, GPT searches the necessary knowledge base articles for blocks that correlate as much as possible with the client's request, and formulates a more accurate answer for the operator. Then the operator reviews the prepared draft response, if necessary, clarifies it and sends it to the client.

We are grateful to our partner Ingosstrakh for its willingness to join the work on the latest technological initiatives of our team. Joint piloting helps the customer see scenarios for using the functionality of our platform and more accurately justify the potential business effects of the implementation, and for us to clarify the business requirements for technology and improve functionality on real business tasks, "commented Denis Petukhov, CEO of CraftTalk.

2022: CraftTalk Rollout

On June 6, 2022, the company, CraftTalk the creator the Russian AI of the platform for text communication channels, a resident of the Skolkovo Foundation, announced the details of the project to create chat boat for client communication "."Ingosstrakh

According to the company, as part of the implementation of the sustainable development strategy, Ingosstrakh develops multi-channel for the convenience of interaction with its clients. As of June 2022, Ingosstrakh provides customers with support in all major messengers (according to the SDI 360 study).

Now Ingosstrakh uses the CraftTalk platform to answer customers, which allows you to process requests in different communication channels. It does not matter where the message from the insured comes from: from a chat on the company's website, in your personal account, mobile application, agency portal or in instant messengers - Ingosstrakh will process the request and provide an answer within a few minutes, or will contact a specialist who will help solve the issue.

In its work, Ingosstrakh uses scenario chat bots while receiving a client's request, and its algorithm is a tree with a large set of script branches - this makes it possible to immediately answer the insured to the request and receive the necessary data from him to further process the appeal and resolve the issue. Such chatbots process typical customer requests and collect information, thus relieving peak loads on the company's contact center.

Chatbot "Ingosstrakh" can:

• Welcome the client;
• Ask clarifying questions according to the given scenario;
• Route the appeal depending on the topic of the issue;
• Search for information in the platform knowledge base, by keywords;
• If necessary, connect the contact center to the operator to resolve the issue.

If the chatbot cannot answer the client's question on its own, it requests all the necessary information and optimizes the operation of the contact center operator, and the employee already receives the necessary data before communicating with the insured. In addition to clarifying questions, the chatbot can additionally request documents necessary for further consultation. When the operator receives a call, he sees the entire process of preprocessing the request. After the communication is completed, the chatbot must ask for an assessment of the quality of the consultation.

The knowledge base of the Ingosstrakh chatbot is constantly updated with articles, on the basis of which scripts are prepared for a quick automatic response to the client. The company's chatbot independently processes about 20% of all incoming requests from insured people.

We know how important it is to get the right data lightning fast, and that is why we are constantly updating the Ingosstrakh chatbot. With its help, clients can receive an answer to their request within a few minutes, and if the question is difficult, then contact a contact center specialist. Our chatbot optimizes the workload on the company's employees, so requests are processed and do not go unanswered. It does not matter where the appeal was written: to instant messengers, a mobile application or to the site - the chat bot will ask clarifying questions and transfer it to the Ingosstrakh specialist, who will help resolve emerging issues with minimal time costs. noted Sergey Mruz, Director of the Department of Online Business and Development of Relations with Ingosstarakh Clients