Collaborating with a global consultancy to deliver voice-led solutions
CGI is one of the largest IT and business consulting services firms in the world. Operating in hundreds of locations across the globe, CGI delivers end-to-end services and solutions, including strategic IT and business consulting, systems integration, intellectual property, and managed IT and business process services.
Voice provides an opportunity to make things quicker and easier for consumers querying their insurance policies. The ability to provide answers via voice technology can reduce reliance on call centres and increase customer satisfaction rates.
CGI saw the potential for Voice to help insurers with:
- Operational Efficiencies
- Customer Experience
- Content Marketing
The aim of this project was to provide consumers with quick answers about their policies, but also building in cross-selling and up-selling opportunities by driving conversations in a direction that the customer will find interesting and useful.
Rabbit & Pork built a proof-of-concept Alexa skill, which could be used to demonstrate the power of voice technology to CGI’s insurance clients.
The skill allowed the user to query multiple types of insurance policies (travel and medical), ranging from FAQs, such as “What is winter sports cover?” to policy-specific queries, such as “Am I covered to travel to Japan?”. It also showcased the ability of the skill to allow users to upgrade their insurance policy and set reminders for renewals.
Although this skill is yet to be developed into a consumer-facing voice app, the prototype has been used in multiple workshops with individual insurers to demonstrate the power of Voice to improve efficiencies and reduce reliance on call centres.
Link to interview with Ollie (CEO and Founder of TIPi Group), John Campbell (Founder and MD of Rabbit & Pork) and Andy Searle (Director, Consulting at CGI).