Enabling telephone customer service despite increased call volumes
Due to travel restrictions, many tourists but also business travelers had to cancel their bookings. Because of the unprecedented scale of the situation, no one knows whether the cases are covered by their insurance. As a result of the lack of information and the cumbersome claims process, many contact their travel insurance company by phone, which presents the call center with an unmanageable challenge.
A web-based solution can be quickly developed to provide customers with information and enable them to make changes, submit claims, and speak to an agent.
A robot can extract the entered information, update it to existing data, and forward it to an agent who is able to provide a solution.
Results & Benefits
- Improved customer experience
- Reduced call center wait times
- Reduce steps in the process