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ICICI Lombard partners with Skit.ai to launch AI-powered Digital voice agent

September 15, 2022

ICICI Lombard partners with Skit.ai to launch AI-powered Digital voice agent
ICICI Lombard, to launch a first-of-its-kind AI-powered Digital Voice Agent to assist customers seeking the status of their insurance claims, for health and motor insurance policies.

Leveraging the Skit Augmented Voice Intelligence Platform, ICICI Lombard will be able to simplify the traditionally complex process of seeking claim status, while focusing on customer experience and empathy.

The Digital Voice Agent will effectively reduce the average call handling time, improve call containment rates and automate customer interactions through intuitive, human-feeling dialogue.

Having recognized the need for improving empathy in insurance, ICICI Lombard has pioneered the journey to modernize and elevate customer experience in the insurance claim process.

The Skit.ai Augmented Voice Intelligence Platform, integrated with ICICI Lombard’s CRM systems, will enhance the speed, accuracy, and ease of conversation. This is a crucial cog in ICICI Lombard’s CX innovation strategy. It is expected that this strategic initiative will help ICICI Lombard achieve up to 30% call containment, allowing human customer support agents to focus on tackling more complex claims and escalations.

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