SwedenFinance and insurance2019 – ongoingFolksam
Conversational AI settlement of mobile-phone insurance claims
Folksam said its conversational AI had settled more than 200 mobile-phone claims
Problem
Customers reporting damaged mobile phones waited about a day for a claims decision. Folksam wanted to provide decisions through chat with shorter waits.
Approach
Folksam built Sam with support from Artificial Solutions. Sam used machine learning and natural-language understanding to settle phone claims in real time through chat. Folksam continued to evaluate and train the system.
Results
Takeaway
Sam moved beyond answering questions to settling a defined type of claim. Folksam did not disclose settlement accuracy or the proportion requiring human intervention.
Categories
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- Adoption
- Partner co-development
- Evidence
- Company's own claim
Sources
Source summaries
Folksam reported that Sam had settled more than 200 mobile-phone claims. It described real-time chat decisions and named Artificial Solutions as its development partner.
Full details are in the original sources.
