Business scenario

Digital Messaging capabilities let customers interact with your support team from the web or mobile device. Your customer service representative (CSR), working in the Interaction Portal, sees related conversation history and suggested replies, cases, and knowledge articles. The CSR can pull up the customer overview and access detailed account information. This business scenario shows the main features of Digital Messaging.

Geoff Smith’s son is going to college and is taking one of the family cars with him. Geoff is unsure if he needs to update his car insurance or buy his son a new policy.

Geoff has home and auto insurance with U+ Bank’s insurance group. Geoff has some time, and as he is already in front of his computer, he decides to log into his U+ account to see what he can learn. Geoff starts by sending a question using chat: “My son is taking a car to college. Do I need to change the address for insurance purposes?”

Geoff interacts with a U+ chatbot to determine the question category. The chatbot shows the categories that may fit Geoff’s question: General; Billing; and Quotes. Geoff selects the Quotes category. When prompted by the chatbot, he also enters his policy type, which is Vehicle.

Geoff’s chat session is connected to the queue.

Bill Carter is a customer service representative for the U+ insurance group. Bill has years of experience working with insurance coverage and quotes. He takes incoming messages from the Billing and Quotes queues.

Bill receives the inbound chat request from Geoff.

Bill sees the complete chat history, including the policy type and questions that Geoff has already answered.

With the information in front of him, including the customer composite, which shows Geoff’s policy information, Bill can quickly get Geoff the information he needs.

Bill receives a suggested reply and two suggested articles. Bill appreciates the help he gets from the chat agent, which analyzes and matches the customer input text pattern with lists of available common phrases and knowledge articles and then suggests replies that may fit the situation.

Bill reviews the information. Geoff needs only to change the existing policy to make Geoff’s son, Adam, the primary driver and change the location for the vehicle. Both changes affect the cost of the insurance.

Bill clicks the suggested case, called Update Policy, which walks through the information needed to update the insurance policy. Bill sends Geoff the questions in their chat session.

• Which of Geoff’s two vehicles will his son be using? Volkswagen Jetta 2013 or a Chrysler Pacifica 2018?
• On what date will Adam move to the new location?
• Where will the vehicle be parked? In a garage; off street; on street.

Geoff responds to each question.

Bill sends Geoff the Change Address form in the chat session. Geoff completes the form and sends the reply. Bill completes the address change.

The Update Policy case provides Bill with an updated insurance quote based on the changes. Bill sends the new quote.

Geoff reviews the new premium and accepts the quote.

Bill wraps up the chat session and tells Geoff he will receive an email with the updated insurance policy.

Weeks later, Geoff wants to check the balance on his policy. He has recently set up his account to allow him to use Facebook messenger.

Geoff sends a Facebook message to U+ Bank. A chatbot responds, and Geoff selects the Check balance option. He sees that he has a remaining balance of $USD534.

Geoff is happy with the new service. He remembers to call his son to see how things are going at school.