How to build an automated insurance customer service AI agent for voice conversations.
Folks who work in insurance will tell you that it’s about as far from a sexy industry as one can get. Call me narrow-minded but I think any industry can be made sexier with a bit of AI. In today’s tutorial we will do just that: build a conversational AI app that will take a customer’s call, check their policy number and answer a few questions.
Conversation structure
In order for you to better understand the conversation flow of what we are building, here is the basic structure of the conversational AI app.
Perfect world conversation
The user/customer calls in and asks to confirm some information about the insurance policy.
The AI asks for their policy number. The AI then reads the policy number back out to the user to confirm it. If the number is confirmed, Dasha looks up account details. If such an account exists, it tells the user as much and asks what they are after. If no such account exists, it tells the user as much.
The user may then proceed to ask one of a number of questions, such as, “does my policy cover accidents” or “what is the status of my claim”.
That’s pretty much it.
Powered by Pagovision