Wipro Forms Assist

Enhancing customer experience and employee productivity with assisted and automated form filling

Customers expect nothing less than a smooth customer experience. Companies that deliver this experience can expect higher NPS scores and enhance customer satisfaction and retention.

“Life insurance policy servicing” is a major part of every insurance carrier’s workload that includes complex forms and documentation. End customers reach out to their respective service providers with policy service requests. Lack of efficient processes to cater to such requests significantly add to the non-productive hours for customer representative as most of the query resolution and request initiation is repetitive in nature.

It is often a challenge for the customers to locate service forms and then fill them correctly. Another tedious task for customers is reaching out to agents or customer support staff and obtain clarifications on their queries. As an end result, insurance companies (life, annuities) face increasing pressure to address an unprecedented volume of tickets at all times, especially around redundant queries. All these capability issues, can be managed by the mature capabilities of Wipro Forms Assist solution to ensure a seamless customer experience.

Wipro Forms Assist provides real-time assistance to customers. Manual activities like filling and submitting forms can easily be automated, enhancing workers’ productivity by 2X times.

Wipro Forms Assist helps to:

• Understand the current model of policy servicing and enhance its maturity level
• Create a one-stop repository for all the service forms
• Provide prefilled customized forms with advanced bot assist features
• Offer the ability to handoff advanced queries to customer representatives
• Ensure a high maturity level of self-service capabilities
• Minimize NIGO forms to a large extent
• Enable end-to-end ingestion and assessment automation
• Encourage cost-savings by minimizing unnecessary customer and field representative engagement
• Optimize processes and lower typical turnaround times

Our unique solution features include:

• Smart forms with self-validation
• Digitized forms repository
• SOPs for ease of filling the forms
• Interactive advance bots to handle queries
• Various submission models for forms
• Integration with downstream systems