For the first time in Sri Lanka, a multi-lingual claims chatbot has been introduced to the insurance industry by Simpleworks Business Solutions Ltd. The developers of the chatbot, Simpleworks’ officials, said that policyholders will now be able to keep abreast of what is happening with their claim without the hassle of having to reach out to the sales agent, broker or the insurance company’s call centre.
This chatbot technology was launched by Fairfirst Insurance and named ‘Machan’, which is the first chatbot in the industry that is available in three languages – Sinhala, Tamil and English. Fairfirst Insurance officials said that the new chatbot is expected to reduce waiting time for claimants, who are now equipped with real time updates available at their fingertips. The ‘Machan’ chatbot is also capable of having simultaneous conversations with hundreds of people. No matter what time of the day it is or how many people are in contact, every single one of them will be answered immediately. What is even more impressive is the ability for Fairfirst to continuously improve customer service through analytics and data collection from the chatbot solution.
Machan has been integrated into the Fairfirst corporate website, www.fairfirst.lk.
At present, the chatbot addresses motor claims and will be extended into other aspects of the business soon. Among the top general insurance companies of Sri Lanka, Fairfirst serves individuals, businesses and institutions across the island through a versatile workforce spread across a comprehensive branch network, affinity partners and leading brokers in the market. Fairfirst Insurance is also part of the Canada-based Fairfax Group. Fairfax, through its subsidiaries, has an international insurance and reinsurance business with a global underwriting reach, longstanding relationships and a broad product range. Fairfax has a strong foothold in the growing insurance and reinsurance markets of Southeast Asia, Eastern Europe, the Middle East, and Brazil.
Simpleworks Business Solutions Ltd. (www.simplecrm.com.sg) is an ISO 27001:2013-certified technology start-up that provides enterprise-class, highly scalable and cost-effective CRM and AI-based solutions for mid-sized and large enterprises spanning the Asia Pacific region.
Simpleworks boasts of a top-notch product, SimpleCRM, that is built on open source stack and AI-based chatbots and predictive analytics solutions based on Google’s AI/ML framework. It has a professional team with experience from 350+ software projects, and has prominent customers consisting of thousands of CRM users across the Asia Pacific region.
Simpleworks is headquartered in Singapore and operates through its subsidiary in India, along with a sales and support office in Sri Lanka.