AUTO INSURANCE TRACKING COMPANY

Executive Summary

Verifacto, a leading provider of insurance tracking and risk management solutions, partnered with ITTStar for AI chatbot development services on AWSto modernize customer engagement and automate business operations. Leveraging AWS cloud services, ITTStar developed an AI-driven BOT that increased productivity, streamlined customer interactions, automated workflows, and improved operational efficiency across the organization.

Customer challenge

Verifacto relied on manual customer support processes, including payment reminders and customer communications, resulting in increased operational costs and slower response times. ITTStar addressed these challenges with intelligent customer service automation solutions that automated repetitive interactions, improved response times, reduced manual effort, and enabled customer service teams to focus on high-value conversations.

In order to streamline these common work activities, Verifacto was looking for a partner to help them solve the above challenge through the use of technology. Their objective was to increase productivity, automate simple tasks, and drive operational efficiencies across functions. They wanted their customers to quickly be able to answer their clients’ queries quickly and for agents to address the more complex inquiries in a timely manner both leading to customer satisfaction.

Partner Solution

ITTStar designed and implemented an AI-powered chatbot using Amazon Lex conversational AI implementationintegrated with AWS Lambda and DynamoDB. The solution automated SMS and email conversations, interpreted customer requests, improved response accuracy, and enabled scalable co

• Phase 1: Discovery – ITTStar commenced the project with an as-is scenario analysis by diving deep into dataset exploration, qualifying of available data, reviewing historical SMS and Emails, and understanding of all current workflows.

• Phase 2: Solution Designing – Basis the above analysis, ITTStar designed an automated AI based BOT to enable handling of all end to end customer queries, information storage and understanding of customer behavior

• Phase 3: Develop & Deploy – ITTStar developed and deployed a sophisticated model after Dataset Transformation & Aggregation. It started with automating SMS and Email conversations with customers for proof of insurance , payment reminders & customer loan payment defaults. AWS Lambda was then created to read utterance and fetch responses from the BOT. All fallouts or unhandled utterances were stored in DynamoDB for reprocessing.

Why AWS?

AWS provides cloud native easy-to-use serverless architecture to customers to improve and extend their existing capabilities for enhanced performance. On doing an end-end analysis of customer’s existing infrastructure, ITTStar discovered that the customer was already using AWS infrastructure. Hence, Amazon Lex & Amazon Comprehend were identified to use as they would integrate easily into all their existing applications and would also scale automatically. AWS also provides developers with an easy-to-use modular architecture and comprehensive APIs to enable building and deploying conversational BOTs on various platforms including mobile. These modular architectures were used to custom build the BOT for the client on AWS

Impact & Results

By implementing AI workflow automation for insurance companies,ITTStar enabled intelligent customer communication, automated payment reminders, improved operational efficiency, reduced manual coordination by 50%, and provided predictive insights into customer behavior to support better business decisions and risk management.