AIA Insurance industry first to launch fully automated and integrated IVR

AIA Insurance is happy to introduce its latest customer convenience initiative – automated call centre services. This sees the application of a new and sophisticated, fully automated and integrated IVR (Interactive Voice Response) system to the Inbound Call Care Centre, making AIA first in Sri Lanka’s insurance industry to introduce such a system. 

AIA Insurance customers can now inquire about their insurance premiums any time of the day, any day of the week, all year long. This fully automated IVR system allows customers to access information on their policy status and premium details. In addition, customers will receive an SMS with details of their inquiries. This means 24/7 access, no hold time and no interaction with call centre agents. 

AIA’s IVR system comes with a host of revolutionary features including a single call centre interface for call centre agents and a customisable, detailed wall board for the call centre. It also enables customer identification at the point of receiving the call, which is an industry first feature in Sri Lanka. Customers can be recognised from their phone number and need not go through long validation processes. 

AIA’s Legal and Governance Director and Chief Officer and interim Director of Operations, Chathuri Munaweera noted, “As per our records, about 50% of call volume to our call centre is related to premium position. We wanted to find a way to reduce this traffic while making the customer’s interaction with us easier, faster and more effective. We understand that our customers are busy and wanted to ensure that we respect their time while making it easier for them to access information about their premiums.”

AIA’s IT Director Umeshi de Fonseka added, “At AIA we are constantly looking for ways to improve our processes so that we can offer unmatched convenience to our customers. This new IVR system will help us manage our customer interactions more effectively, which will help us improve operations across the enterprise, boost customer loyalty and grow our business.”  

Call AIA on 0112 310310 and press 1 to access the IVR system and get policy status and premium details.