30th September 2024
Open GI has teamed up with artificial intelligence specialists OpenDialog to bring advanced conversational AI agents to its customers, creating efficiency gains for brokers by automating customer service interactions.
The deal allows Open GI’s broker customers to create customer-facing chatbot-solutions using generative artificial intelligence for the first time, creating a more conversational experience for their customers.
It is anticipated that the AI agents will save Open GI brokers both money and time as they free up human agents to work on more complex issues and streamline the process for simpler scenarios.
Open GI will offer its brokers access to OpenDialog’s state-of-the-art generative AI chatbots via its policy administration (PAS) platforms.
OpenDialog specialises in collaborating with regulated industries to develop AI agents that can comprehend end users’ intentions through natural language, leveraging the world’s most advanced Generative AI and Large Language Models.
The OpenDialog technology seamlessly facilitates communication between end users, brokers, and insurers, automating routine processes throughout the entire policy lifecycle.The technology can support all business functions including marketing, quoting, claims and renewals.
The AI agents go far beyond traditional chatbots and offer the potential to automate almost all interactions. Open GI will gradually add the AI agents to its three PAS platforms, V, Core and Mobius. The tools create a real conversational experience for customers and generate numerous efficiency gains for brokers. Open GI will begin pilot testing of the technology in mid-October.
Simon Badley, Open GI CEO, commented: “This partnership will elevate the Open GI PAS systems and ensure we are offering the best, most innovative technology to our loyal customers.
“This time-saving, ground-breaking tech will also help our brokers to focus on their own growth and evolution. We can’t wait to get started and are thrilled the market leading OpenDialog chose to work with us.”
To assess the impact of the AI agents for its customers, Open GI has investigated a number of scenarios. For example, if a broker receives a large number of enquiries relating to mid-term adjustments (MTAs), instead of feeding all of these through human agents it will be possible to pass many on to the AI Agent. If there are 5,000 MTA queries, with around 50% of the conversations diverted to AI then the broker could save up to £120K per year. Going forward, OpenDialog predicts that up to 90% of queries could be dealt with by its AI.
The AI Agent can be delivered on any website, whether OGI created the site or not, via mobile applications, messaging services, or voice channels and is fully integrated into the back-end PAS system.
As the technology is deployed to solve a range of broker issues it is expected that it will support improved sales conversions and topline uplift for Open GI customers.
Dean Chapman, Chief Commercial Officer, at OpenDialog, said: “It is fantastic to partner with an organisation with the heritage and reach of Open GI. Our products fit seamlessly into Open GI’s PAS systems and we’re looking forward to supporting Open GI brokers to focus on growth.”
