사례
Connecting Customer Needs to the Right Insurance via API
이걸로 되는 일Customers receive faster, more context-specific answers. For B2B distribution, brokers, partner channels, and business buyers can be matched with relevant products and move into quoting or a sales handoff with the necessary context already collected.
Insurance companies receive a large number of repetitive customer questions about policies, coverage, exclusions, claims, payments, and contract conditions. Many of these questions can be answered automatically if the system has access to the correct customer information and the relevant insurance knowledge.
The same conversation can also support sales. Once a customer explains what they want to protect and what coverage they need, the chatbot can match those requirements to suitable insurance products and carry the collected context into the next step.
Connect insurance knowledge to every customer conversation
Consilience could be connected to the insurer's website, mobile application, customer service platform, or partner channel through an API. The customer would interact with a chatbot or assistant, while Consilience retrieves and connects the relevant information in the background.
Questions customers could ask
For example, a customer could ask:
- “Does my insurance cover water damage?”
- “Which exclusions apply to my policy?”
- “What is my current coverage limit?”
- “Has my policy changed compared with last year?”
- “Which documents do I need to submit for this claim?”
- “Which insurance product would fit my current situation?”
Let the chatbot match customer needs to suitable insurance
The chatbot does not have to stop at answering questions. A customer or business buyer could describe what they want to protect, the coverage they need, their current situation, budget, industry, assets, workforce, locations, and risk profile.
The chatbot could ask follow-up questions when important details are missing. Consilience could then connect the answers with the insurer's product catalogue, underwriting guidelines, eligibility rules, coverage, exclusions, and required documents to match the buyer with suitable insurance products.
This could work directly for consumers or through a broker, comparison platform, bank, employer, or embedded-insurance partner. The chatbot could explain why each option fits, which terms apply, and what information is still missing.
Through quoting or sales APIs, the conversation could continue into prequalification, a quote request, or a human sales handoff. The information already provided would move with the buyer, so they would not need to start the conversation again.
Answers based on the customer's actual contract
Consilience could connect the customer's profile with the correct policy, policy version, clauses, exclusions, endorsements, claims history, and internal insurance guidelines before generating an answer.
Instead of giving a generic chatbot response, the assistant could provide an answer based on the customer's actual insurance contract and show the relevant source or clause behind the response.
Through APIs, Consilience could also interact with existing insurance systems. For example, it could retrieve policy information, check the status of a claim, or guide the customer toward the correct process without requiring an employee to manually search for the information.
Automate simple questions and preserve the human handoff
Simple questions could therefore be handled automatically, while more complex or sensitive cases could be transferred to a human employee together with the relevant context already collected by Consilience.
This could reduce repetitive customer service work while providing customers with faster, more consistent, and more context-specific answers.