ICICI Lombard: AI accelerates, ML customizes

The insurer also leverages technologies like RPA, NLP, bots, analytics and much more:

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Girish Nayak, chief - Customer Service, Technology & Operations at ICICI Lombard, provides detailed account of how the company has been making extensive use of technology in the times of COVID.

Mehul Dani: How is ICICI Lombard leveraging technology tools to ensure continuity of business?

Girish Nayak: ICICI Lombard has always been at the forefront of adopting new technologies that help the company in acquiring, retaining or in better servicing customers. We have always been focused on digital adoption by customers, agents, dealerships, garages and hospitals. Even before the lockdown began, most of our sales partners were already enabled with digital solutions that helped in selling and servicing customers digitally. Over time, we have also adopted several artificial intelligence (AI) and machine learning (ML) driven solutions both in sales, such as chatbots and robotic process automation (RPA); and in service, image and video-based inspections, ICR/OCR (intelligent character recognition and optical character recognition) and algorithm-based claims authorizations.

In view of the prevailing COVID pandemic, our technology teams worked round the clock to enable IT infrastructure to help most employees work remotely.

What have been the benefits of these technologically advanced offerings in your business?