Mumbai:
On the occasion of ICICI Lombard’s Analyst Day, 2024, the organization showcased its digital ecosystem, comprising tech capabilities across product categories. The organization emphasized on Cloud, Data, AI/ML, IoT led digital transformation that has enhanced the agility, efficiency, reliability, and security, of service delivery to customers.
This transformation has increased the speed of response time by 10x, improved customer support team’s productivity by 30%. The early adoption of technology has enabled the organization to be future ready by using data-led insights, leading to introduction of specialized products and services to meet the ever-evolving needs of the ecosystem.
On display was humanised avatar of RIA, (IL’s Responsive Intelligent Agent) an NLP enabled chatbot that has now been augmented using generative AI thereby helping resolve customer queries across a host of aspects including downloading policy copies, policy purchase, renewals and claim status.
With the help of 3D cutouts, the Object Recognition Technology zone highlighted milestones, distribution reach, alliances, partnerships, and salient features across different product categories.
Analysts were treated to a visually, rich immersive experience using Virtual Reality which brought alive real life customer stories for products. The first story focused on the ease of raising an end-to-end motor claim by clicking and uploading pictures on IL Take Care App and raise the claim without any third-party intervention. The story on comfort of 90 seconds cashless health authorization enabled under ‘Anywhere Cashless’ scheme was yet another highlight. Helping businesses to assess their risk through virtual inspection and overhead drone survey for quote generation and policy purchase was also highlighted. IoT, telematics and data led preventive insurance solutions for marine insurance such as sensors for temperature, GPS, fuel sensor and elocks were showcased.
