Handling customer complaints about faulty parts, requires manual review of the claim. In most cases that is a time and labor-intensive process which is prone to errors and subjective judgement.
Automate the claim review process
Provide better and faster customer experience in real-time
Provide standardized and non-biased claim processing
Our team transformed a completely manual claim review process into an automated workflow. First, a ticket with the claim is created in the in-house ticketing system, which in turn generates an email and sends it to the bot’s mailbox. The bot afterwards goes into the ticketing system, checks whether the required images with the faulty part are present in the ticket’s description and passes them to the AI. A decision is then made, of how to proceed with the claim review – valid claim, not valid claim or inconclusive. First two decisions allow for the completion of the process within 5 mins of claim entry.
Should the decision be inconclusive, another bot is being utilized, which takes care to monitor the ticketing system for freshly uploaded pictures, then to repeat the decision-making process.
Thanks to this solution, our customer speeded up the claim review process, eliminated bias of people involved and improved the customer experience in their service centers. The process itself now involves only 1 person who triggers the automation workflow.
0 lag time in decision taking
3x faster claim processing
625 man-hours saved annually
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One of the largest automotive groups in the world.