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Zelros for Customer Service
in Action

case 01

Medical selection automation for Life Disability Insurance

stories_CS_Case1
Context
Tier 1 bancassurer
Life disability insurance cover
100.000 subscriptions / year
Objectives
Increase the number of subscriptions automatically accepted, and reduce decision time delay to avoid customer drop out
Complete existing basic decision rules with advanced machine learning decisions
Use AI to assist underwriting doctors decisions on complex cases
Solution
Explainable machine learning model trained on Zelros platform on an history of 40.000 anonymized cases
IT integration through API for automation, and Zelros app for underwriting doctors

Results

Subscription automation rate increased by 4 times

93% accuracy in decision

Improved customer satisfaction and operational efficiency

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case 02

Automating and accelerating the motor insurance underwriting process

Context
Leading French digital broker
Car insurance product
Customer Service agents process hundreds of underwriting documents every day
Objectives
Transform and fasten the underwriting processes by automating documents reading and analysis, including fraud detection
Free agents time from repetitive tasks and enable them to focusing on the quality of customer service
Solution
AI visions, reading, analysis and extraction of key fields from car insurance specific documents
Injection of the data into the client database for process automation
Processed documents include passports, ID, driving licence, car registration documents, subscription forms, accident reports etc

Results

40%+ subscriptions already automated

Ambition to move to 100% digital underwriting process and 100% focus on customer experience

Processing time for vehicle registration document decreased by 100X from 3 minutes to few seconds