The AA Ireland Reduces Agent Handling Time by 40%
Making Policy Information More Accessible to Customers
AA Ireland is one of the largest providers of car, home, travel, and life insurance in Ireland with an impressive track record of adopting technologies to improve customer experience. Insurance policies are multi-dimensional and require alignment to a customer’s situation and needs. However, understanding different coverage details and their implications can be confusing for customers. To make policy information more accessible and transparent and create a better experience, the AA decided to roll out a Customer Service chatbot.
“Ultimately, customers should be able to make policy changes such as adding a new driver seamlessly via the bot.”
Louise McCormack, AA Ireland, Customer Lifecycle Manager 
Choosing a Solution to Support all our Bots.
Today and in Future.
Technical expertise was a must for the Chatbot Solution that the AA sought, but understanding their business goals and how bots can achieve these, today and in the future, was also critical. ServisBOT was the best match. The ServisBOT chatbot platform provides the tools to support building chatbots for any use case. This made it easy to quickly move to building a Customer Service bot following the success with the Quote bot. ServisBOT’s platform offers back-end integration capabilities using APIs, so that the bots can easily connect to existing business systems. The Customer Service bot, for example, will allow changes to a customer’s policy once the API to the insurance application is made available. This will then provide an end-to-end service where policy changes can be made by the bot.
“It took 10 weeks, from selecting ServisBOT to launching our Bot, which is phenomenal.”
Enter Customer Service Bot
Customer Service Bot, activated on the customer service webpage, provides a conversational interface offering customer assistance for FAQs, insurance renewals, and policy changes across all products. Handover from the bot to webchat, or telephone support, can be activated for more complex query types, providing customers with an easier path to resolution.
“The ServisBOT platform did the heavy lifting in terms of the coding side. It was all integrated within their platform”
Welcome, Customer Service Bot
AA Ireland’s customer service bot had a mission to improve customer experience and convenience for new and existing customers by providing answers to common queries via a self-service chatbot.
“The chatbot platform will not only keep up but will actually enable us to do more in the Future. Our goal is to have an end to end service.”
ServisBOT and AWS: Delivering Exceptional Real-Time Chatbot Experiences
ServisBOT’s Conversational AI Platform is built using an AWS technology stack. All ServisBOT customers benefit from this enterprise-grade architecture and technology that supports secure data integration, bot scaling, and data isolation, all at a lower cost.
For this AA chatbot we leveraged AWS services to help build an exceptional experience. To support the low latency, real-time experience, ServisBOT selected AWS Lambda, AWS IoT Core, and AWS Dynamo to drive the core interaction between human & bots. To understand the user’s intent, ServisBOT leveraged Amazon Sagemaker, Amazon Comprehend, and Amazon Lex. And for securing the entire customer experience, ServisBOT used Amazon Cognito to secure the edge, AWS KMS to encrypt, AWS IAM to limit access to data services and Amazon GuardDuty for IDS.
About ServisBOT Conversational AI Platform
ServisBOT provides a Conversational AI platform that enables insurance providers to easily create chatbot solutions for many different use cases, for example, assisting with insurance quotes, handling renewals, onboarding new customers, logging customers’ claims, responding to policy queries, or handling other customer or employee interactions. The platform gives business users and enterprise developers the tools to get chatbot solutions to market faster.