Attack of the Chatbots – Claims Settlement in three seconds
Bots, also called virtual assistants, promise more efficient work processes in which human personnel are relieved and at the same time the best possible customer experience can be guaranteed.
But where and how exactly are the intelligent bots used? Using an example, the digital insurance company Lemonade shows how claims can be processed in a very short time using AI via app.
Attack of the Chatbots – Claims Settlement in three seconds
Bots, also called virtual assistants, promise more efficient work processes in which human personnel are relieved and at the same time the best possible customer experience can be guaranteed.
But where and how exactly are the intelligent bots used? Using an example, the digital insurance company Lemonade shows how claims can be processed in a very short time using AI via app.
Lemonade AI Jim handles damage within 3 seconds
Intelligent bots or conversational AI are now an integral part of corporate communication. With their 24/7 accessibility, they can be called up from the sofa at any time, which makes the bots reliable companions. They provide answers without ever getting tired and can also receive and process high-performance inquiries in the middle of the night – from dozens of users at the same time.
But not all chatbots are controlled by artificial intelligence, or AI for short. AI, in English AI (Artificial Intelligence), is based on the principle of making a machine human-like. The way we make decisions is modeled. As a result, intelligent AI bots have the ability to learn and develop.
So what can the intelligent AI bots do besides making conversation and guiding the user through registration processes?
InsurTech Lemonade, a licensed insurance company that offers tenant and home insurance in the USA and, for a few months now, household and liability insurance in Germany, is supported in its daily work by three different AI bots.
AI Jim, one of Lemonades Bots, is responsible for claims settlement. The damage bot is not a simple communication tool, but supports multiple processes.
With the help of AI Jim, Lemonade set the German record for the fastest and easiest payment of a claim. The intelligent damage assistant was able to check, approve and pay for a claim within three seconds – completely without breaking a sweat.
On November 13th at 9:38 a.m. and 42 seconds, Lemonade customer Christian filed a claim for damage of 791 euros for his Swiss bike. At 9:38 a.m. and 45 seconds, his claim had already been checked by AI Jim, compared with Lemonades Insurance Policy 2.0 and had run through 18 anti-fraud algorithms. The claim was immediately approved, the payment order for 791 euros was sent to the bank and the customer was informed.
AI Jim clearly works at the speed of light, 24/7, and only costs a few cents for the electricity bill.
What would the process have been like without AI Jim? Lemonade replaces insurance agents and bureaucracy with bots and machine learning – thereby guaranteeing “everything in no time” and “no paperwork”. Thanks to AI Jim, Lemonade offers an all-round user experience that is simple, fast and refreshing. And all this with full flexibility and without any obligations. The digital insurance policy runs monthly and can be canceled at any time.
Lemonade AI Jim handles damage within 3 seconds
Intelligente Bots oder auch Conversational AI sind mittlerweile in der Unternehmenskommunikation kaum mehr wegzudenken. Mit ihrer 24/7 Erreichbarkeit können sie jederzeit ganz bequem vom Sofa aus abgerufen werden, was die Bots zu verlässlichen Begleitern macht. Sie geben Antworten, ohne jemals müde zu werden und können auch mitten in der Nacht Anfragen auf hohem Leistungsniveau entgegennehmen und bearbeiten – und zwar von zig Usern gleichzeitig.
Doch nicht alle Chatbots werden von Künstlicher Intelligenz, oder kurz KI gesteuert. KI, im Englischen AI (Artificial Intelligence), unterliegt dem Prinzip, eine Maschine menschenähnlich zu gestalten. Die Art, wie wir Entscheidungen treffen, wird nachgebildet. Intelligente AI Bots haben demzufolge die Fähigkeit zu lernen und sich weiterzuentwickeln.
Also, was können die intelligenten AI Bots noch, außer Konversation zu machen und den Nutzer zielsicher durch Registrierungsprozesse zu führen?
InsurTech Lemonade, ein lizenziertes Versicherungsunternehmen, welches Mieter- und Eigenheimversicherungen in den USA sowie seit ein einigen Monaten Hausrat- und Haftpflichtversicherungen in Deutschland anbietet, wird in seinem täglichen Wirken von drei verschiedenen AI Bots unterstützt.
AI Jim, einer von Lemonades Bots, ist für die Schadensabwicklung zuständig. Der Schadens-Bot ist kein einfaches Kommunikationstool, sondern unterstützt bei vielfachen Prozessen.
Mithilfe von AI Jim setzte Lemonade zum Deutschen Rekord für die bisher schnellste und einfachste Zahlung einer Schadensforderung an. Der intelligente Schadensassistent konnte innerhalb von drei Sekunden eine Schadensforderung überprüfen, genehmigen und bezahlen – und zwar komplett ohne ins Schwitzen zu geraten.
Am 13. November um 09:38 Uhr und 42 Sekunden reichte Lemonade-Kunde Christian einen Schadensanspruch von 791 Euro für sein Schweizer Fahrrad ein. Um 09:38 Uhr und 45 Sekunden wurde sein Anspruch bereits von AI Jim überprüft, mit Lemonades Versicherungspolice 2.0 abgeglichen und hatte dabei 18 Anti-Betrugs Algorithmen durchlaufen. Der Anspruch wurde umgehend genehmigt, der Zahlungsauftrag über 791 Euro an die Bank gesendet und der Kunde informiert.
AI Jim arbeitet eindeutig mit Lichtgeschwindigkeit, 24/7, und kostet nur ein wenige Cents für die Stromrechnung.
Wie hätte der Prozess wohl ohne AI Jim ausgesehen? Lemonade ersetzt Versicherungsvertreter und Bürokratie durch Bots und Machine Learning – und garantiert dadurch “Alles im Nu” und “keinen Papierkram”. Dank AI Jim bietet Lemonade ein Rundum-Nutzererlebnis, das einfach, schnell und erfrischend ist. Und das alles bei voller Flexibilität und ohne jegliche Verpflichtungen. Die digitale Versicherungspolice läuft monatlich und kann jederzeit gekündigt werden.
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