Contact centers form an essential building block to the omni-channel customer engagement strategy of Insurers globally and in India. However, this function is plagued with its unique set of problems: huge data volumes, lack of consolidated customer view & context, high agent attrition leading to an ever dwindling resolution rate. Low-Code was used by ICICI Lombard in transforming its contact center operations.
In this Fireside Chat, Yatish Bhatia- VP (Technology) at ICICI Lombard discusses in a conversation with Shibabrata Mondal (Founder and CEO of Wizergos) the usage of Wizergos Low-Code at ICICI Lombard.
The following is an edited excerpt of the conversation:
Shibabrata: Hello & welcome! Yatish has been very busy building quite innovative solutions for a very high impact business problem for ICICI Lombard contact center.... To begin with, it would help us and the audience if you could describe the problem statement you started with and how your team approached it.
Yatish: Thank you for the introduction! Let me set up some some contact. ICICI Lombard has an in-house contact center team which is using a customized, legacy solution from the last 7 years. There were certain challenges in implementing and integrating it with new-age technologies such as AI, Bots, ML Analytics, and others. Additionally, there was a specific business need - because of the increase in volumes of calls, there was a need to bring down FCR (First Call Resolution). Also, at the contact center, agent attrition rate is very high; there is a high cost of onboarding and training the new contact center agent(s). Hence, there was a need to move to a newer platform wherein we can build in a lot of intelligence into this application - this should allow us to adapt to change in processes and new products at a much rapid & faster turnaround time. There was also a technical need to leverage more cloud-based resources and microservices architecture.
Most organizations have a vision to move a majority of these calls onto a digital platform to get a better customer experience. We were working to find a solution around a DIY (Do It Yourself Platform) solution.
Shibabrata: Looks like you are clearly ahead in your journey of building the custom, in-house application. Could you throw some light on the journey and the challenges that you faced? What helped you address these challenges?
Yatish: As we started our journey, we took the decision of building a custom application in-house, and our business team, in conjunction with the IT team, started writing user stories based on the current customer journey and the existing processes. The main principle that we were working with was that we wanted a "conversation based approach", rather a traditional web-based application for every customer journey. This was because every customer journey is unique - a single journey does not fit all usage scenarios and processes! During the journey, we realized that we needed lot of customization and integrations- hence, it may need a longer time than anticipated. We had a launch time in mind and this was a hurdle. Keeping this in mind, we went the Low-Code development way, and we reached out to Wizergos.
You would remember we worked on a small POC- Policy Not Received. Take the mindset of a general insurance customer. Customers keep calling us (on our call centers) for their policy document copies. These kind of calls are very high for us. This seems easy, but it is quite complex given the lack of information that the customers give us and the existing processes.
We worked with Wizergos Low-Code platform and could complete the application on time and without compromising on the enterprise security and governance aspects. Currently we have around 30+ user stories in production already!
For the full conversation, please tune in to the video!