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Absa Life Intelligent Assistant
Case Study

The intelligent assistant that helps agents make a difference when it matters most

We partnered with Absa Life to build an intelligent agent on WhatsApp that helps both their customers and their employees. With automated responses and FAQs 24/7, call centre agents have been freed up to support customers who need the human touch.
Award winning work
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Challenge
Absa Life needed a way for their customers to access policy information 24/7, without relying on the call centre.
Solution
Call centre agents are busy people who work under immense pressure. Every day they deal with hundreds of queries that could be resolved without an agent. So Absa Life asked us to build an intelligent assistant on WhatsApp that could answer policyholder FAQs, freeing up agents to deal with more involved queries. With a global pandemic keeping us all locked down, this project was a masterclass in co-creation with one of our most collaborative clients.

The bot that ticks two boxes

Not only is this a convenient way for customers to get the information they need, it also alleviates pressure on call centre agents.

The bot that ticks two boxes

Not only is this a convenient way for customers to get the information they need, it also alleviates pressure on call centre agents.

Safe, secure and private

With this kind of institution and information, security was always going to be crucial. So we implemented an authentication method that cross-checked user cell numbers against their ID numbers, and added ID masking so that we do not store sensitive info in our back end.

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Dushen Naidoo


Absa Managing Executive for Insurance

Simply said

With sensitive information, a high percentage of second-language English speakers, and users who are often emotionally vulnerable, it was important for the content to be simple, understandable and responsive, with as little legalese and jargon as possible.

Simply said

With sensitive information, a high percentage of second-language English speakers, and users who are often emotionally vulnerable, it was important for the content to be simple, understandable and responsive, with as little legalese and jargon as possible.

Basic but vital

The first iteration of the bot gives users the ability to access basic info like their policy statuses, debit order dates and premiums, as well as T’s, C’s, FAQ’s and COVID-19 info. Future iterations of the solution might see users applying for new policies via WhatsApp.

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Result

Our solution is measurable, scalable, affordable and easily accessible, while improving call centre agents’ ability to deal with queries that need the human touch.

13 450

Unique users in the first month

203 K

Messages processed in the same period

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