self-service
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Insurers increasingly use apps and drones instead of agents
Hobbyists aren't the only ones using the phone and drone cameras to explore the world in new ways, as insurance companies are increasingly opting for "virtual" or "touchless" handling of claims. The Wall Street Journal cites the 2017 Future of Claims Study survey by LexisNexis Risk Solutions (PDF) which found that 38 percent of insurers don't send employees out for physical inspections in at least some situations. One story mentioned says that Lemonade Insurance settled and paid out a claim in just three seconds using the AI bot connected to its app.
On-device self service for Vodafone: chew out your phone, not a live rep
Likely in an effort to reduce customer service costs and keep the tools for resolving the most basic, common phone problems in the hands of the users themselves, Vodafone has inked a deal with SNAPin Software to bring its SelfService software to handsets. Available initially on smartphones, the app will let folks keep tabs on their accounts, diagnose common configuration issues, and fix them all without having to interact with a pesky (read: expensive) human. Trials conducted by the carrier indicated that the app was well-received, and interestingly could actually boost revenue by making previously timid users more willing to branch out and try new offerings, knowing that they can be bailed out by the software if they find themselves in some sort of quagmire.[Via Slashphone]
Virgin Mobile deploys automated phone activation
Who wants to talk to customer service if they don't have to? Lucky Virgin Mobile customers (and soon-to-be customers) just got a free pass to spend a little less time on the horn with company reps thanks to the MVNO's deployment of Telespree's over-the-air provisioning wizardry. Apparently, the entire process now requires zero human intervention from beginning to end for both new customers and upgrades alike. Kinda ironic that we're buying a phone to talk to others and we no longer have to talk to others, isn't it?
