Kraina Insurance Company Strengthens Customer Service with Chatbots

Now, insured persons do not have to call the call center, they can make an appointment with a doctor via messengers.

In December, the insurance company «Kraina» presented its clients with a new component of the service - chat bots that work through the company's commercial accounts.

Bots are trained to accept applications for a scheduled appointment with a doctor and confirm the insured's visit.

Bots have partially taken over the function of medical assistance: symptoms that concern the insured under the VHI can be indicated in the application, there they can choose a specialized specialist, indicate whether there is a need for a sick leave, and leave comments about a convenient location. The bot offers a choice of time, date of the appointment and is able to generate three options for the appointment at the same time.

When the application is checked and confirmed by the insured, during working hours it is sent to the doctors-organizers of medical care. The organization of the VMS client's visit to the medical institution remains on the side of the contact center staff, as it requires consolidated actions from the insurance company and clinics.

One application can be processed by specialists within an hour. In the event that the company is unable to organize a client's consultation, a corresponding message is sent to the messenger with the specified reasons and alternative solutions to the problem.

Due to the fact that personal and medical information will be processed in the messengers, the "Krayina" Insurance Company has provided the highest level of its protection - the doctor's appointment service is available only to valid VMS clients of the company and requires authorization. It is two-level and ends with the entry of a unique dynamic SMS code, which is sent to the phone number tied to the VMS card. The insured person undergoes authorization once, for further use of bots without changing devices (smartphone, tablet or computer) it is not required.

«Expansion of the service for VMS insured persons and creation of bots - a planned step for the company. Our specialists worked not only on the convenient interface part, a lot of work was done on the internal integration of bots and the consistency of their work with the classic, voice call center. We hope that the insured will appreciate the advantages of bots and will be satisfied with the further development of our service block», - noted the Chairman of the Board of PJSC «SK «Kraina» Oleksandr Nakonechny.

Source: Press Center of the "Kraina" SC