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About IndiaFirst Life Insurance

IndiaFirst Life Insurance is one of India’s youngest life insurance companies. IndiaFirst is a joint venture between Bank of Baroda, Andhra Bank and UK`s leading risk, wealth and investment brand Legal & General group. IndiaFirst provides a suite of products addressing specific needs viz. health, protection, retirement, savings and wealth. They also offer a range of group insurance products like credit life, term and employee liability (gratuity and leave encashment) plans.

Highlights

700+

Knowledge Articles

Machine Learning

Solution learns from the feedbacks and ratings given to the answers, across channels, to calculate answer relevancy.

AHT

Reduction in Average Call Handling Time (AHT)

Modules Used

  • Live Agent Assistance
  • Knowledge Management
  • Agent Smart Assistance

Challenges faced by the Company

Static Knowledge Base
Disparate Information
Inconsistencies in agent responses to customers
Avg. Handling Time was significant
Lack of analysis on usage of FAQ section
Lack of Live Agent assistance for customers

Virtuos Approach

Virtuos implemented the robust Knowledge Management and Chat solution of Oracle Service Cloud for IndiaFirst. The knowledge base is being used by contact centre agents to respond to customer queries across channels including chat and phone and is the single source of knowledge powered by 700+ articles. The solution enables IndiaFirst to provide consistent and most relevant answers to customers across all channels and has helped IndiaFirst gain powerful insights on Knowledge base usage, information gaps, bounce rate, exit rate, total/avg. time spent on articles, most effective and least effective answers.

Knowledge Management solution implemented by Virtuos has ensured that IndiaFirst contact centre agents need not worry about their syntax, semantics and answer correctness. Oracle Service Cloud does it for them, and helps them respond to the queries on phone, email and chat with consistent, correct and timely responses.

Indiafirst Insurance Image Source: Shutterstock

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