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The Rise of Chatbots: Pypestream Brings Secure Mobile Messaging to Insurance Industry

Guest Author

by Donna Peeples

Intelligent automation, or chatbots, is transforming customer service in the insurance industry. These bots offer customers new ways to ask questions, make purchases, and more within a messaging app on their smartphone or mobile device.

Recently Pypestream, a leading business- to-consumer messaging platform, announced a partnership with Insurance Thought Leadership (ITL), a global network of companies across the insurance and risk management marketplace. As a part of the partnership, Pypestream will advise ITL members on opportunities with mobile messaging and chatbots to improve realtime customer service and communication. Among the first customers in the insurance industry to adopt Pypestream is LYNX Services, a wholly-owned subsidiary of Solera Holdings, Inc., a leading provider of software and services to the automobile insurance claims industry. As part of the agreement, Pypestream will initially develop automated chat capabilities specialized for auto glass repair/replacement servicing companies to initiate and complete transactions in a more streamlined and efficient manner—expediting auto glass repairs for customers in real-time.

Mobile Messaging and Chatbots a Win for the Insurance Industry Pypestream’s development of a custom- built chatbot for LYNX Services and others in the insurance space is just the beginning of the trend we’re seeing industry- wide to adopt mobile messaging in a bigger way.

Key benefits of mobile messaging and chatbots for insurance companies include:

  • Improved Customer Experience: Quote requests, appraisals, claims and updates on the status of claims can be handled easily and securely through the message stream, and further automated through the use of chatbots.
  • Real-Time, 24/7 Customer Service: No more waiting on hold or toggling between apps or websites to find what you need. With Pypestream, simple requests such as making an addition to a policy, requesting an insurance certificate, filing a claim or asking questions related to current coverage can quickly be answered though the message stream, or automated using a chatbot.
  • Secure In-Message Billing and Payments: Billing inquiries and reminders, and soon in-message transactions, can also be securely handled through the Pypestream platform, allowing customers to pay on the go.

In short, mobile messaging needs to be at the forefront of every insurance brand’s agenda today. Customer service and other interactions you have with customers shouldn’t require constant searching online, waiting on hold with call centers or a clumsy toggling between apps. “As the platform of choice for consumers today, mobile messaging plays a huge role in the insurance industry, but to date there have been questions about the security of message streams and having the ability to log communications with customers,” said Paul Carroll, CEO of Insurance Thought Leadership, who has been following technology trends for the past 30 years. “Pypestream fills those critical gaps, while also delivering a robust messaging platform that integrates with existing systems.”

Lynx Services, a subsidiary of Solera Holdings, Inc., which is in the process of implementing Pypestream’s mobile messaging solution, is a great example of how businesses in the insurance industry will use chatbots. Pypestream will develop automated chat capabilities to be used by auto glass repair/replacement servicing companies to initiate and complete transactions. In other words, an auto glass repair shop may send a text message, such as “I’m having trouble with ClaimPoint” to Lynx over Pypestream’s platform. On the back-end, the chatbots will use a guided decision tree model with dynamic routing where customers are given options within the message stream.

“LYNX Services is excited about the strategic relationship with Pypestream and the implementation currently underway,” said John Wysseier, Managing Director, Solera Insurance Services. “By automating answers to common questions via the Pypestream messaging platform, we’re able to improve the customer experience by providing real-time 24/7 support, while also managing operating costs through efficiency.”

At the same time, agents will be available to answer questions if the chatbot isn’t sufficient, Wysseier adds. Pypestream has also developed integration between the chatbots and Lynx’s back-end system that allows agents to review the message stream and the customer’s history to provide knowledgeable service.

As the trend of automation and chatbots in the industry continues, customers are going to continue to enjoy better experiences. And any great experience starts with listening to customers. By staying conversational and focusing on responses that add the most value possible to customers, insurers have an opportunity to truly differentiate their service though intelligent automation, while saving costs on traditional call centers.
Donna Peeples is Chief Customer Officer of Pypestream. She works with insurance brands around the world to strengthen relationships with customers through the company’s secure mobile messaging platform.

During her 30-year career, Donna has held senior roles with extensive P&L responsibility and verifiable results in a variety of industries and global markets. She is a versatile strategist who combines her keen market sense and strong orientation in top line growth and negotiations with her experience, entrepreneurial spirit, and business acumen to transform innovative ideas into profits.

Prior to joining Pypestream, Donna was Chief Customer Officer for AIG Property and Casualty, where she was responsible for leading communication, management, and service delivery strategies and practices for customers across more than 60 lines of commercial and consumer insurance in more than 130 countries worldwide. Donna has also held various leadership positions at AGL Resources, Optimum Energy Sources, Peachtree Natural Gas, Shell Energy, Lennox Industries and United Guaranty. In 1996, she founded Motivated, Inc., a customer experience and sales training company. She is also a member of several boards, including the Customer Experience Professionals Association and the Rutgers CX program, where she teaches along with other experts in the field.