Case Study: InShared improves self-service and internal support with CM.com Conversational AI Cloud

InShared improves customer service with CM.com’s chatbot for 10+ years

InShared, an online insurer focused on self-service, faced the challenge of handling a high volume of customer questions despite making information available online. Their goal was to minimize inquiries and provide immediate, accurate answers without a traditional call center. To address this, they partnered with vendor CM.com to implement a smart chatbot using their Conversational AI Cloud solution.

The solution from CM.com involved deploying an external chatbot for customer self-service and an internal knowledge base for employees, both powered by the same Conversational AI Cloud database. This allowed customers to get instant answers and enabled all staff to quickly find and provide the best responses. The results were a continuously improving knowledge system and more efficient service. A key measurable impact was the chatbot's effectiveness over a 10-year period, though specific metrics were not detailed. CM.com's tool helped InShared improve customer service for both their clients and their employees.

InShared