Health insurance and Investment-linked policies (ILP) are notoriously difficult products to sell according to agents because the terms are often difficult to understand. Yet there is a growing interest in these types of coverages to be fulfilled. Chatbot Chompoo comes to the rescue!
Health insurance conditions in particular can be open to different interpretation based on application and use cases. And ILP’s require knowledge about investments and funds, which can be overwhelming. When Muang Thai Life decided to increase sales in these products it recognised the need for additional support to assist its employees and agents in selling and advising the end customer.
Welcome Chompoo! Chompoo is an AI powered Chatbot - the largest one in Thailand - accessible to employees and agents. Agents can ask Chompoo questions in a natural and informal way, and Chompoo can provide the answers quickly and with a high degree of accuracy. Chompoo is trained to specific features of the policy, which is important to health products and for all the funds and investment vocabularies used for ILP products.
In the initial phase, Chompoo has been made available to agents and employees through Line, the largest messaging platform in Thailand, allowing a quick response to customers. At the next stage this will be extended to the call centre and ultimately to consumers directly via MTL Click - the primary customer servicing application. To date, Chompoo is trained on 9 products. In July 2021 the first health product was launched and by mid-November a further 8 products were added. In total more than 3,000 users have ‘adopted’ the chatbot and more than 33,000 questions have already been answered with an accuracy level of 89%.