Case Study: a large customer contact center achieves 24x7 claims support and reduced call volume with Capgemini's chatbot platform

Chat Bot technology platform to enhance customer contact center

The vendor Capgemini worked with a large customer contact center that needed an innovative and scalable platform to engage its agents, brokers, and large US customer base 24/7, particularly for handling claims and reducing pressure on its existing operations.

Capgemini implemented a solution by identifying the client's automation needs and deploying a chatbot technology platform in phases. The initial phase created an AI-powered chatbot to handle claims queries, guide users on filing claims, provide status updates, and connect customers to adjudicators. The outcomes for the contact center included a new 24/7 query resolution channel, reduced call volume, quicker turnaround times, better customer experience, and improved agent productivity for complex issues.