FWD Insurance
Insurance the way it should be
Faith, Singapore's First
Virtual Insurance Assistant
DESCRIPTION
We worked with FWD Insurance Singapore to design a Virtal AI Assistant for their Singapore website. FWD being an internet-based operations company needed a 24/7 customer service solution to handle their customers at all times.
ABOUT CASE
My team was tasked to come up with the design of a virtual AI Assistant for FWD, 'Faith' so as to service customers online 24/7 for their insurance claims as well as queries on insurance related matters. We had to do user research on the profile of the consumers, their most frequent queries when they call or email to FWD customer service department. We also did some workshops and surveys with the consumers to find out more about their pain-points as well as things that they wished they could do when they are overseas and something unexpected happened; like lost of luggage, flight delays, accidents etc...
After gathering insights and statistics from the user groups, we started to work on the persona for 'Faith' as she will be fronting the online customers 24/7 and her personality plays an important role in terms of customers interaction. We wanted her to be friendly yet fun and jovial to interact with. We included some hidden personalities inside her when we started building her conversational data. She could even tell you a joke when you tell her that you're bored. These are just some fun aspects that we injected into her persona.
Of course her core responsibilities is to help you with insurance related queries, help you to do an insurance claim through the chat, recommend the right type of insurance that you might need for travel etc...'Faith' was launched during the 1st Quarter of 2019 and she serviced numerous amount of queries and carried out countless claims till date.
CASE LAUNCH
Q1, 2019 - WebSDK
