With ADA, we aim to enhance customer experiences by answering all their questions through virtual assistants. We also aim to enable customers to complete over virtual assistants claims processes, the area with the highest concentration of insurance queries.

To achieve this, we developed a virtual assistant through which the state of a claims process can be checked as often as necessary. We had started out with a goal of 20.000 queries per month, this number has exceeded 30.000 since then and continues to increase. We also ran customer satisfaction surveys following queries. Our initial CSAT goal was 3,5 out of 5; we have since then achieved a customer satisfaction average of 4,4/5.

Following our success in ensuring efficiency for such heavy traffic, the next step was to incorporate WhatsApp Business. We integrated ADA to WhatsApp, enabling Aksigorta customers to reach ADA at the convenience of their smartphones. Customers can now text ADA on WhatsApp to get support 24/7 and access their claims files at any time.

Next, we developed an AI-based assistant to answer the questions that arise following claims queries. Instead of directing customers to the Call Center for further questions upon viewing their claims files, we put a virtual assistant to work to answer questions and resolve issues.

We concurrently integrated a feature for ADA to collect the complaints and requests customers may file upon viewing their claims files. ADA immediately conveys the filed complaints and requests to the relevant team, who can rapidly take action to support the customer.

Finally, we integrated WhatsApp Push Notifications. Through this feature, updates, and notifications about their claims processes can be  sent out to individual customers in a timely manner before they need to request it.