Allstate enhances 24/7 customer and agent support using advanced conversational AI, streamlining service efficiency.
Allstate, a prominent U.S. insurance company, has been at the forefront of integrating conversational AI into its customer service operations. Over the last five years, led by Ajay Hiremath, Allstate has employed chatbots for millions of interactions with both consumers and insurance agents. This innovation in conversational AI, powered by Natural Language Processing (NLP) and Machine Learning (ML), mirrors technologies used in consumer products like Amazon Alexa and Google Assistant. It enhances service availability across customer-preferred channels while reducing wait times.
Initially, Allstate’s objective in 2017 was to create a virtual assistant that could address any query related to their agency. However, this tool was perceived as just another interface by users, lacking in value. In response, Allstate pivoted strategically, integrating the chatbot within existing chat channels as a primary response mechanism. This adaptation fostered user trust and eventually led to the discontinuation of traditional phone channels in their contact centers.
As reliance on the chat channel grew, Allstate faced challenges in handling complex queries, particularly from experienced agents. To resolve this, the company shifted the chatbot’s function to direct conversations to appropriate specialized teams within the contact center. This change not only alleviated the burden on insurance agents but also enhanced overall user satisfaction. By focusing on a specific, valuable use case, Allstate successfully scaled its conversational AI solution, demonstrating a practical and innovative application of GenAI in the insurance industry.