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Seeking Smart Contact Centre Solution

Background / Description

The Open Innovation Platform (OIP), an initiative by the Info-Communications Media Development Authority of Singapore (IMDA), aims to connect real business challenges to problem solvers. 

 

CONTEXT

SOMPO Insurance Singapore is a member of SOMPO Holdings Inc., a trusted and established Japanese insurance company listed on the Tokyo Stock Exchange. SOMPO has been providing premium and affordable insurance products to individuals and companies in Singapore for the past three decades.

SOMPO’s contact centre is an important capability supporting the company’s business in Singapore. It handles about 50,000 calls and 50,000 emails annually and is the primary manager of customer channels on behalf of SOMPO’s business areas.

The contact centre is currently experiencing two major challenges. Firstly, it is facing a high volume of calls and emails, and it is increasing over time, increasing costs and puts at risk the quality of the customer experience. At the same time, customer expectations are increasing, such as the ability to resolve an issue on the first call, and instant responsiveness to emails.

About 40% of the emails and phone calls are of low-complexity, e.g. checking policy/claim status, renew/cancel policy, simple endorsement like change of address, simple Q&A and selling simple off-the-shelf products.

 

PROBLEM STATEMENT

How might we automate the handling of calls and emails that are low complexity in nature, to provide almost real-time response to customer queries?

Technical Specifications

WHAT ARE WE LOOKING FOR
• Proof-of-Concept (POC) solution for an automated system that is able to handle a high volume (about 40,000) calls and emails annually with no human interaction
• Able to handle customer requests in English through email & phone in the first instance, and must be able to extend to other languages such as Mandarin, Japanese, Malay and Thai when rolled out fully
• Able to authenticate the customer before releasing any confidential information or processing any instructions
• Able to respond to customer queries that relate to routine, simple and repetitive issues such as:
a. Renew a policy and handle changes & upgrade of plans
b. Make simple changes to a policy (with no resulting financial impact), such as change of address
c. Handle general enquires and requests for information, such as product benefits
d. Close sales, including managing the financial transaction for simple, off-the-shelf (no customisation) products
e. In case the solution is not able to handle the conversation, the conversation should be route to contact center staff for manually handling

• Apart from direct response over email and phone, the solution needs to be able to send request to other systems based on the phone/email conversation, e.g. send SMS/Email, or call a third-party API to trigger the next action (e.g. change the address in the backend system)
• Able to respond to customer almost real-time, designed to be customer-centric and provide a warm and pleasant customer experience overall

 

POSSIBLE USE CASES

Renewing a policy

Customer calls in to request for a renewal of the policy. Without any human intervention, the solution needs to be able to have a conversation with the customer in order to complete the request. The solution requests required/identifiable information (e.g. policy number) from the customer through the call and has the capability to understand the inputs that he has provided. It will then verify that the information provided is accurate. After which, the solution then needs to obtain confirmation from customer on his request to renew policy and the amount of premium he has to pay. The solution then automatically sends the required information to payment gateway for premium collection. The user experience during
these processes has to be warm and personalised.

Update of Contact Details

The customer emails in to request for an update of his mailing address. Without any human intervention, the solution needs to be able to send a reply to the customer requesting for required/identifiable information (e.g. policy number). Upon the reply from the customer, the solution needs to have the capability to extract the necessary details from the email and verify that the information provided is accurate. Another email will then be sent to obtain confirmation from customer to proceed with the request (update mailing address). Once confirmed, the solution will act on the request and notify the customer via email that the request is completed. It will then pass the request (new mailing address) to the core system and update the customer record.

 

WHAT’S IN IT FOR YOU
• SGD 25,000 of prize money for each winner of this challenge (see Award Model)
• Opportunity to scale the solution across SOMPO companies in 30 countries worldwide such as Singapore, Thailand, Indonesia, Malaysia, China, India, Turkey, Brazil
• Access to SOMPO’s domain expertise and support for the POC
• Winner will be publicised by SOMPO at the end of the challenge

 

Eligibility

We are open to global and Singapore-based individuals, research providers and companies that have digital technology expertise and innovation capabilities. Some of these include Info-Comm and Media (ICM) start-ups, SMEs and larger companies. Problem Solvers should have the ability and desire to co-create and innovate with Problem Owners or/and other partners to translate their ideas into solutions that can address real business needs. 

There are no restrictions on the geographic location of the problem solvers who may choose to apply to this challenge. However, the POC / prototype needs to be demonstrated in Singapore. Global applicants must be prepared to bear the additional cost of travel.


Further Details

Technical details of the problem statements as well as information related to the innovation calls can be found on the IMDA Open Innovation Platform (OIP) which you will be redirected to after clicking on the 'Proceed To Details' button below and filling up a short form with your basic information.

Preferred Business Model

  • R&D Collaboration
  • Business Collaboration (Joint Venture, Distribution)

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