Cutting-edge car insurance provider Clearcover has joined forces with Ada to introduce a new generative AI solution for customer service.
Ada’s ‘AI Agent’ streamlines the workflow for Clearcover's Customer Advocates by automating customer service interactions. This new tool is available around the clock via Clearcover’s website and mobile app, offering a conversational interface that significantly cuts down on wait times while providing swift, accurate, and thoughtful responses to even the most complex queries.
"Our customers expect the best digital customer experiences in the insurance industry and Ada helps to make that a reality. Combining the power of our API-first custom policy administration system with Ada's technology provides a next-level customer experience while reducing operational costs and improving overall efficiency," said Adam Fischer Chief Product and Innovation Officer, Clearcover
Within the first month of its rollout to Clearcover policyholders, the AI solution successfully resolved over 35% of customer chat inquiries automatically.
According to the latest Kore.ai report, 72% of customer service professionals are in demand for AI in their everyday tasks.
The AI solution integrates seamlessly with Clearcover's internal systems, including its proprietary Policy Administration System, to provide comprehensive answers about policies and coverage. It also collects pertinent information from customers to streamline the process of escalating inquiries to specific Clearcover employees.
Ada’s AI Agent is designed to evolve alongside Clearcover, continually improving through performance reviews, human oversight, and feedback. This functionality is also extended to Clearcover’s insurance agent partners through the Agent Portal, enabling them to provide instant, intelligent responses to frequently asked questions based on existing knowledge base content.
In addition to this customer-facing AI solution, Clearcover recently launched two other proprietary generative AI tools. One tool digitizes statement collection at the first notice of loss (FNOL) to streamline claims processing, and the other assists claims adjusters by analyzing files and drafting communications to claimants and their representatives.
"Unlike chatbots, 'AI Agents'* for customer service are designed to intelligently reason through problems, learn from interactions, and make decisions. They're no longer passive tools waiting for our input. These intelligent agents are proactive partners, capable of understanding our needs and helping us make the most advantageous decisions," said Mike Gozzo, Chief Product and Technical Officer, Ada.
Elsewhere, Ada has announced Ada Generative Actions, a new product that harnesses innovative generative AI technology to handle intricate customer queries, including those that previously needed human agents to navigate multiple business systems.
