Clearcover has announced the launch of a customer-facing generative AI solution in partnership with Ada, the AI-native customer service automation company.
Ada’s ‘AI Agent’* for customer service automation, complements and streamlines the workflow for Clearcover’s Customer Advocates.
The new solution, which is available to customers 24/7 via Clearcover’s website and mobile app through a conversational interface, significantly reduces wait times while delivering quick, precise and mindful responses and resolutions to even the most complex inquiries.
Within the first month of launching to Clearcover policyholders, over 35% of Clearcover customer chat inquiries were automatically resolved.
“Our customers expect the best digital customer experiences in the insurance industry and Ada helps to make that a reality. Combining the power of our API-first custom policy administration system with Ada’s technology provides a next-level customer experience while reducing operational costs and improving overall efficiency,” said Clearcover Chief Product and Innovation Officer Adam Fischer.
According to a 2023 report by Hubspot, 78% of customer service professionals surveyed said they believe AI helps them spend more time on the more important parts of their roles.
“Unlike chatbots, ‘AI Agents’* for customer service are designed to intelligently reason through problems, learn from interactions, and make decisions. They’re no longer passive tools waiting for our input. These intelligent agents are proactive partners, capable of understanding our needs and helping us make the most advantageous decisions,” said Ada Chief Product and Technical Officer Mike Gozzo.
The solution integrates directly with Clearcover’s internal systems, knowledge bases, and policies and guidelines to deploy a number of action-oriented capabilities. This includes retrieving information from Clearcover’s proprietary Policy Administration System to answer questions regarding policies and coverage and collecting relevant information from the customer to make escalating an inquiry to a specific Clearcover employee more efficient.
Ada’s ‘AI Agent’* for customer service is designed to grow along with Clearcover and continue to improve and evolve through performance reviewing, human guidance and feedback.
The functionality is also available to Clearcover’s insurance agent partners via its Agent Portal to retrieve and instantaneously provide smart answers to commonly asked questions based on the existing knowledge base content.
Last month, Clearcover announced the launch of two other proprietary generative AI solutions, including its tool that fully digitises statement collection at first notice of loss (FNOL) to streamline claims processes and its claims assistant that supports claims adjusters in analysing files and drafting communications to claimants and their representatives.
Join Clearcover at Insurtech Insights USA 2024
Clearcover’s CEO and Co-Founder, Kyle Nakatsuji will be at Insurtech Insights USA 2024, on June 5th and 6th, at the Javits Center in New York. He will be taking part in the expert speakers panel: “Digital Enabled, Future Ready”
