An AI insurance claims tool.
The brief.
Our client approached us to design and brand an AI based product that empowers claims examiners, enabling them to process claims more accurately.
The claims assistant should give them the information they need and offer tailored suggestions on how to resolve issues. Our vision was to develop an interactive and intelligent knowledge base solution, empowering individuals to swiftly access information effortlessly.
This solution not only enhances processing speed and accuracy but also operates seamlessly, ensuring uninterrupted accessibility. It's truly magical to be able to highlight something you want explained and have the claims assistant offer its insights and guidance. No more feeling lost or confused as a new claims processor, or worry about needing to ask colleagues.
Our approach.
Claims processors spend an extensive amount of time learning the claims processing due to its complexity, often resorting to external resources for information.
This learning curve meant it could take months before they could work independently. Our team brainstormed a solution leveraging AI to provide users with instant access to necessary information, reducing the learning curve and boosting productivity.
We sketched concepts using Figjam, internally discussed and presented them to the client, who was enthusiastic about the possibilities. With the green light to proceed, we crafted UI screens and animated flows to visually communicate our ideas.
- We provide access to knowledge articles, desktop procedures and materials
- We offer in-the-moment suggestions for the recommended next steps for a user
- We construct personalized feedback and improvement plan for users
- We give explanations for actions taken in the system for a claim
- We improve engagement by giving positive reinforcement for completed actions
- We deliver service operations for claims related inquiries with claim-aware context
- We generate insights at the right time for mandates, regulations and best practices
- We provide assistance with suggested responses for complex claims functions and flows
The outcome.
To engage stakeholders interactively, we developed a feature website to showcase the concept.
Claims Buddy reduces the burden on Operations Experts and Operations Managers, who can focus on other tasks instead of providing training and answering questions. It ultimately improves the efficiency, quality, satisfaction of claims examiners, and the organizational metrics of claims processing.
Each feature helps reduce the ramp-up time and increase productivity. As well as improving processing quality and accuracy.
- Better user focus on tasks
- Improved claims efficiency
- Easier knowledge access
- Reduced training time
- New product branding
- Magical movement
