*Updated from a blog originally published September 1, 2020.
With increasing competition and rising expectations from policyholders, improving customer experience (CX) is no longer a “nice to have” for insurers; it’s a business imperative.
One of the fastest ways to modernize the customer journey? Strategic use of artificial intelligence (AI)—especially in areas like billing and payments, where questions are frequent and friction is high.
Here’s how AI is quietly transforming customer experience in insurance—without replacing your people or complicating operations.
- AI helps customers reach live help faster—without frustration
No one enjoys navigating an endless maze of automated prompts asking to press a number for seemingly every option but what you need. AI can streamline these early interactions by using natural language processing (NLP) and intent detection to route inquiries more efficiently.
In fact, nearly 74% of customers say AI tools help them reach a human representative faster when needed.
Alacriti’s AI-powered chatbot, integrated with Orbipay EBPP, helps members check balances, verify payment status, and retrieve policy information—without picking up the phone. When human support is needed, inquiries are escalated with full context, reducing handoff friction and improving resolution speed.
- AI shortens average call times and improves the quality of human conversations
AI chatbots reduce response times by 20-40%. With Orbipay EBPP, service agents gain access to real-time billing and payment history, policyholder preferences, and upcoming due dates—all in one view—so they can resolve issues faster and spend more time building trust.
- It elevates the role of agents—not replaces them
AI isn’t here to take over your CX team. Instead, it acts as an intelligent assistant—handling mundane tasks like authentication, form pre-fill, or fraud checks, so your agents can spend more time problem-solving and guiding.
The result? Better outcomes for both policyholders and employees.
- It enables 24/7 support without ballooning costs
Insurance doesn’t sleep—and your customers may need help outside of business hours. Alacriti’s AI chatbot delivers around-the-clock access to billing support, helping policyholders view balances, set up autopay, and update payment methods—instantly and securely.
And because it’s built specifically for payments, the chatbot understands the nuances of due dates, payment plans, and policy status, enabling real self-service.
- It sets the foundation for proactive, personalized outreach
AI is also helping insurers shift from reactive to proactive service. Whether it’s a payment reminder, lapse warning, or smart offer for a payment plan, AI enables targeted outreach that increases engagement while reducing churn.
Through Orbipay’s digital communication tools, insurers can trigger automated, personalized messages across SMS, email, and chatbot—delivering the right message at the right time, without manual effort.
A Human Approach to Intelligent CX
AI isn’t just about faster service; it’s about better service. When combined with a modern EBPP platform, AI helps insurers reduce call center volume, improve on-time collections, and deliver the kind of support today’s policyholders expect: fast, flexible, and always-on.
At Alacriti, we help insurers bring these benefits to life with intelligent billing and payment experiences built for the modern member journey.
Alacriti’s Orbipay EBPP for insurers is a highly configurable, cloud-based solution designed to modernize premium collections and claim payouts. With flexible payment methods, digital-first channels, and seamless integration, Orbipay EBPP empowers insurers to offer the modern, self-service experience policyholders expect—while reducing operational costs and improving compliance. Integrated with our AI chatbot, the solution also facilitates seamless, personalized, and context-aware interactions through messaging apps, intelligent personal assistants, and directly on your website—allowing policyholders to check balances, verify payment status, and retrieve policy information without calling in. To speak with an Alacriti payments expert, please contact us at (908) 791-2916 or info@alacriti.com.
