The country’s largest private sector general insurer, ICICI Lombard has tied up with Microsoft to strengthen and automate the quality control processes. The insurer will make use of Microsoft’s Azure Speech Services and Natural Language Processing (NLP) to screen its daily service calls made by customer service reps.
The deployment of Azure’s synthetic instruments has, amongst different issues, allowed ICICI Lombard to enhance the accuracy of its high-quality audits. In response to Girish Nayak, ICICI Lombard’s chief expertise officer, the usage of cognitive intelligence expertise will automate high-quality checks which can in flip make their service extra environment friendly.
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The sooner course required the corporate to manually display screen a pattern of 20% of the over 1000 calls a day that the corporate made for potential enhancements. The improved effectivity will allow ICICI Lombard to enhance its customer support, mentioned Nayak. The brand new system permits Lombard to display screen 100% of its calls now.
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