HDI
HDI brought customer communication from WhatsApp and web chat onto one platform. Two chatbots are running. One verifies insurance details on web chat through the HDI API. The other answers human resources questions.
92%
Faster response time
88%
Higher customer satisfaction
90%
Requests resolved by automation
* The figures shown are illustrative and will be updated with brand approval.
Two channels, two screens
WhatsApp and web chat sat apart, so the customer explained the same matter twice
Manual identity check
Policy verification moved through an agent, and identity details were asked again each time
HR mixed with customers
Employee questions sat on the same line as customer conversations
Challenge
Customer conversations were split between WhatsApp and web chat. Policy verification moved by hand through an agent, and identity details were asked again each time. Human resources questions sat on the same line as customer chats.
Solution
Supsis Ai brought HDI's customer requests into one panel. The chatbot handles insurance verification by asking customers for the details it needs, and human resources work runs on a separate chatbot.
Results
HDI brought customer communication onto one platform. Insurance verification and customer requests are managed automatically with AI on WhatsApp and web chat.