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RightTouch Co., Ltd., which provides AI contact center infrastructure for enterprises, and InsureMO Co., Ltd., which develops insurance middle office platforms originating from Singapore, will begin offering CX (Customer Experience) improvement solutions specifically for the insurance industry.
This collaboration will enable seamless integration between RightTouch’s QANT platform and InsureMO’s insurance middle office platform. This will allow for highly personalized support that organically combines the product logic and contract data held by insurance companies to address customer confusion and difficulties on websites.
Background of Implementation
RightTouch provides products for the contact center domain of enterprise companies and is being adopted in a wide range of industries, including finance, telecommunications, and manufacturing.
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The QANT series offers six products, including “QANT Web,” a web support platform that visualizes customer behavior before inquiries and proactively solves problems, and “QANT Speak,” an autonomous AI operator. These products are linked to a unified data platform, accumulating and utilizing data gathered at contact centers to enable the provision of personalized experiences tailored to each individual customer.
Until now, data integration with core systems has been essential for procedures and inquiries in the insurance industry, and connecting with each company’s unique systems has been a challenge due to the development burden involved. By integrating with InsureMO, it is possible to connect with core systems without additional development, enabling personalized communication tailored to each customer, from premium quotes and contract details inquiries to the completion of various procedures, all on the QANT platform.
Specific use cases include obtaining insurance premium quotes and contract inquiries through an AI agent on the web. The interactive AI agent “QANT Web Agent,” integrated into the web support platform “QANT Web,” appears at the optimal time for customers who are stuck in the process of obtaining a quote or applying for a policy. It engages with the customer, presents solutions, and encourages them to consider their options. Furthermore, integration with InsureMO allows for simulations aimed at providing appropriate proposals while appropriately referencing the insurance premium calculation logic.
SOURCE: PRTimes
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