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About Customer

A leading insure tech organization partnered with lead generation companies servicing insurance giants like Manulife and Great Eastern.

Customer Objectives

  • The client’s contact center team are supposed to make thousands of calls to generate a list of qualified leads who are interested to move ahead with their insurance plan.
  • They were facing a hard time generating qualified leads from this long list of callers—especially with the needs of each customer being unique.
  • Manually calling the prospects and asking them insurance pre-qualification questions for was a tedious and time-consuming process for the sales representatives.

The client wanted to leverage an intelligent Conversational Voicebot to achieve the following objectives:

Make outbound calls automatically

Ask a set of pre-qualification questions to decide whether the lead is qualified or not

Address queries and showcase customized insurance plans specific to prospect

Integrate payments to convert the lead to a prospect

Most importantly, it was imperative to recognize the Singaporean  English which was the most prevalent dialect in the region.

Our Solutions

Floatbot created a detailed process map which enabled us to articulate the necessary steps for the voicebot configuration. Based on the process, we created workflows on our ‘no-code’ bot builder platform for the bot to perform.

With the vast knowledgebase repository we developed in the insurance vertical, we pre-trained the bot on advanced NLP models.

Leveraging pre-trained models and our deep-tech toolkit to fine-tune pre-trained deep learning models, our engineering team maximized accuracy on the speech conversion by training on their custom data.

To reduce the error rate on the speech-to-text conversion, our engineers followed the phonetic approach in lieu of typical word-spotting.

Platform has an in-built orchestration engine to pick and choose, NLP, NER, ASR and TTS models foreach bot, also for each language inside the same bot. Also, our platform provides a Funnel View Analytics section, which records the stage at which the customer dropped the call so the company can continuously optimize the bot and also deliver personalized recommendations for the bot to reach out to the customer again.

Impact

Our deep-tech platform enabled

  • 10X faster model development
  • 7X higher throughput on GPUs
  • 40% higher ASR accuracy on Singapore English compared to Google Dialogflow

 

The Results

Here is what Floatbot’s AI-powered Voicebot managed to do:

Increased digital sales by 150%

Reduced customer support cost by 40%

Generated 35% of total qualified leads

Improved conversions by 15%

Customer Testimonial

Jimmy & Team has been an amazing support for us andFloatbot's capability of deploying the bots in Omni-channels along with its strong AI, helps our product tostand out from other competitors.

We are not only seeing great interest from customerswho are already using telemarketing and handlingcontact center but also companies who recognise theimportance of digital transformation

- Amanda Lim & Darren Tan

Strategic Alliances Leaders for a

Top InsureTech Organization in Singapore

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