AlphaInsurance implemented artificial intelligence for processing of customer appeals

2020: Automation of processing of electronic customer appeals

On February 3, 2020 AlphaInsurance reported that together with Mains Lab, the developer of insurance IT solutions on the basis of the artificial intelligence (AI), started the project on automation of processing of electronic customer appeals. Now more than 50% of the arriving addresses are registered by means of AI.

The implemented solution is based on the Natural Language Processing technology (further – NLP) processing a natural language tools of artificial intelligence. The robot analyzes the address of the client and his context and on the basis of in advance trained neural network models is capable to define subject and a further way of this address in the company.

At the current stage of the project the robot classifies the arriving addresses by the reasons and the subreasons that allows to make process of communication with clients the most transparent, predicted and to increase the processing speed of requests of clients.

Daily Control service of quality of AlphaInsurance service processes thousands of electronic customer appeals coming to the company via electronic channels. We taught to distinguish the robot top-10 the most standard of them. During 2020 we are going to unroll this project on all flow, and in more remote perspective – to train artificial intelligence quickly to give answers to the questions of insurers which are not requiring additional study

Already the first stage of the project allowed to unload partially living specialists, having given them the chance to concentrate on the solution of more difficult tasks. The received results demonstrate big perspectives of the used technology. In plans of the companies – to expand its application on other canals of interaction and to perform processing more than 85% of addresses using the robot, noted Yury Kuvshinov, the CEO of Mains Lab