FIDEX has 20 years of experience offering asset protection solutions in the insurance and corporate finance markets. It has also distinguished itself as a driving force behind risk management practices and methodologies.
Problem
FIDEX's customer service was traditionally delivered through emails, phone calls, and direct contact with people. However, this method of service was becoming less effective in the face of new technological tools on the market. One of the main challenges was the inability of its human resources to handle requests outside of business hours, which led to a backlog of unanswered requests and delays in handling insurance claims, a critical issue in this industry.
Solution Proposed
Faced with this problem, FIDEX partnered with iNBest to find a solution that would improve its operations and customer service. Through close communication and weekly feedback, a proposal was developed to address its challenges.
The solution involved implementing a WhatsApp chatbot called Fidenxio. This virtual assistant was specifically designed to provide users with tailored information in a flexible and timely manner. Fidenxio is able to provide information on insurance policies, resolve policy questions, and, most importantly, guide users through reporting a claim instantly. The chatbot has access to a secure database, allowing it to obtain applicant information and submit a claim report, whether for major medical expense insurance or auto insurance, without the need for human contact.
The solution involved implementing a WhatsApp chatbot called Fidenxio. This virtual assistant was specifically designed to provide users with tailored information in a flexible and timely manner. Fidenxio is able to provide information on insurance policies, resolve policy questions, and, most importantly, guide users through reporting a claim instantly. The chatbot has access to a secure database, allowing it to obtain applicant information and submit a claim report, whether for major medical expense insurance or auto insurance, without the need for human contact.
Results
The implementation of Fidenxio has allowed FIDEX to provide faster and more efficient follow-up to its users. Claims handling has been significantly streamlined, which is vital to meeting its customers' needs in a timely manner. Furthermore, this automation tool has been an important step in FIDEX's adoption of other digital tools and its continued technological innovation.
Factors determinants
FIDEX worked closely with iNBest's team of experts, training them to fully understand its operating model. This enabled the development of a conversation that closely mirrored the customer service experience FIDEX provides, thus ensuring the chatbot's effectiveness and an excellent experience for its users.
Contact us
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Phone
(+52) 33 2309 0100
(+52) 55 6651 8800
+1 (973) 554 9068
hola@inbest.cloud
Phone
(+52) 33 2309 0100
(+52) 55 6651 8800
+1 (973) 554 9068
hola@inbest.cloud