HDFC ERGO General Insurance has launched an artificial intelligence enabled Chatbot ‘DIA’ on Amazon’s cloud-based voice service, Alexa. According to company officials, ‘DIA’ on Alexa, will offer a 24/7 customer assistance with instant solutions to customer queries, thereby creating an enhanced customer service experience for HDFC ERGO users. This new platform will allow customers of HDFC ERGO to interact and get easy access to information about their insurance policies, simply with the use of voice commands.
According to a recent report by Deloitte, touted as a rapidly growing hub for connected devices, India’s “Internet of Things” (IoT) market is expected to grow to US$ 9 billion by 2020. In this era of technology advancement and digitization, customers are interacting through various channels with the companies expecting instant gratification for their needs. Hence, insurance companies must ensure they reach customer more smartly.
“At HDFC ERGO we believe in constant innovation that will benefit and redefine the user experience. We envisage a paradigm shift in the way we humans interact with technology. This integration of our AI Chatbot ‘DIA’ with Alexa has been programmed to provide customers with a seamless experience to reach out to HDFC ERGO for insurance related services, simply by using the voice interface,” said Ritesh Kumar, MD & CEO, HDFC ERGO General Insurance Company.
HDFC ERGO Customers with existing Amazon Echo device can get voice control access to enable services from HDFC ERGO. To enable this skillset, the customer needs to download Amazon Alexa Mobile App and enable the “HDFC ERGO” skill. Once this is done, DIA will be available at your service on calling out the phrase “Alexa, Ask HDFC ERGO”, said insurance firm.
According to company, through this customers can now easily locate the nearest network hospital, network garage or HDFC ERGO branches, understand the products offered by HDFC ERGO and get answers to various queries related to General Insurance; simply through a friendly voice enabled conversation. It will also guide the customers for queries like “How long does it take to process claims?” or “How can I renew my policy?” or even get answers to complex questions like “What is Salvage?” and so on. Also, apart from answering FAQ’s the new service is also enabled to email the copy of their HDFC ERGO insurance policy to their registered email address. Customers simply need to activate DIA and ask for the policy with the voice command “Please send me a copy of my policy”.