How can a chatbot specialised in health and welfare insurance improve your customer service?
Can the health and welfare insurance chatbot help relieve the pressure on your customer service? 
The end and beginning of the year are often particularly challenging periods for the customer service teams of insurance organisations and health insurance providers. Demand rises sharply. Resources quickly become stretched.
These teams therefore have no choice but to find an effective solution to meet their customers’ needs.
Fortunately, chatbots can be a very useful solution for answering customer questions and relieving pressure on your service.
Indeed, since they can be programmed to:
- Answer common and complex questions quickly without needing to call upon a staff member or a qualified representative.
- Offer customers 24/7 assistance, enabling requests to be handled in record time (at tolk.ai, we observe that 1 in 3 conversations takes place outside customer service opening hours).
Chatbots: the solution for relieving pressure on your customer service
Finally, chatbots developed on the tolk.ai platform offer a versatile configuration that can be easily adapted by business teams, in full autonomy, thanks to 100% no-code interfaces.
A real advantage when you consider how complex some chatbots can be to configure, manage, or enrich.
It is therefore clear that chatbots are a powerful tool that can support the customer service team by assisting it and relieving it of time-consuming, low-value tasks.
They not only enable the automation of certain complex tasks, but also improve the customer experience by offering a personalised service along with a variety of intuitive features that guarantee customer satisfaction.
What are the benefits of chatbots in health and welfare insurance?
Chatbots can facilitate communication between you and your customers, while reducing the time and cost required for each interaction. They are designed to learn as customers interact with them and to update their capabilities accordingly.
Handling routine tasks
When a chatbot is integrated into your customer service, it can be configured to handle many routine tasks. For example, a chatbot can be programmed to answer frequently asked questions and provide immediate information.
This is the case with Entoria, a wholesale broker in personal insurance, which succeeded in filtering requests through the chatbot and reducing inbound customer service calls by 80% 
.
Find out more about Entoria’s experience with the tolk.ai chatbot.
Handling complex or specific tasks
Chatbots can also be configured to carry out specific tasks such as:
- Opening and managing support tickets, identifying customers,
- Managing invoices and payment schedules,
- Sending reminders of insurance contract expiry dates,
- Modifying, downloading or duplicating a third-party payment card.
But that is not all: a chatbot can handle several different languages, which facilitates communication with international customers.
Multitasking and intelligent
An insurance/health insurance chatbot is capable of handling multiple requests simultaneously, meaning it can manage several conversations with different customers at the same time, without compromising the quality of the service provided.
This enables businesses to provide faster and more reliable assistance to their customers during the peak periods at the end and beginning of the year.
Moreover, when correctly configured and integrated with an existing system, they offer users a consistent experience with a variety of additional features such as:
- Automatic translation
- The ability to grant instant access to personalised content,
- Anticipating follow-up questions triggered by a specific answer.
Although the personalised content in question is often available through the policyholder portal, automation allows the policyholder to have easy, direct access to that content.
With these considerable advantages, it is clear that chatbots are an excellent choice for improving your customer service during seasonal peaks.
Connect your business APIs for even more personalised chatbots in health and welfare insurance?
tolk.ai provides you with an API Manager. This tool allows you to personalise and enhance the experience of your customers. Concretely, the API Manager acts as an interface.
It allows you to add and configure the connection between an external tool and your tolk.ai assistant. In this way, you can easily connect your chatbot to your business systems.
Moreover, the chatbot quickly accesses the information that is useful to customers. Thanks to these connections, the chatbot queries different back-end systems. It then retrieves the necessary data, without human intervention. The customer can then ask questions freely, as if in an exchange with a customer service agent. The chatbot handles simple or complex requests and provides personalised or standard responses as appropriate.
Finally, every response remains contextualised. It directly incorporates the information managed by your business applications.
Quite something, is it not? ✨😍
In conclusion, using a chatbot in health and welfare insurance makes it possible to automate customer service. It relieves teams during seasonal peaks. The chatbot learns with use. You can therefore constantly adapt its responses.
Keep in mind that effective customer service leads to satisfied and loyal customers! 😉 So what are you waiting for to deploy your own chatbot by tolk.ai?
Experience the power of our chatbot today by booking a product tour
