AI-Powered Insurance Customer Support Automation

Main Use Cases:

1. Automatically handle customer insurance inquiries via WhatsApp.
2. Retrieve policy details, claim status, and FAQ answers from Airtable.
3. Provide AI-assisted responses for personalized customer support.
4. Ask for required details (Policy Number, Claim ID, Date of Birth) when needed.
5. Send automated responses to customers via Twilio without manual intervention.

How It Works:

This workflow automates insurance customer support by combining AI-assisted query understanding, data retrieval from Airtable, and automated messaging to customers.

1. Customer Query Intake

• Triggered by WhatsApp messages via Twilio.
• Passes customer messages to an AI agent to analyze intent (policy inquiry, claim status, or FAQ).
• Determines which Airtable table to query based on intent.

2. Data Retrieval

• Policy Details: Searches Airtable for policy information using Policy Number and Date of Birth.
• Claim Status: Searches Airtable for claim details using Claim ID and Policy Number.
• FAQs: Retrieves general answers directly from Airtable knowledge base if applicable.

3. AI Response Generation

• AI formulates clear, concise, and friendly responses based on retrieved data.
• Handles edge cases by generating helpful follow-up questions if information is missing.

4. Automated Customer Communication

• Sends answers via WhatsApp using Twilio.
• Ensures responses include all relevant information and guidance for next steps.

5. Memory & Context

• Uses simple memory to maintain context within a conversation.
• Improves follow-up accuracy and provides a seamless customer experience.

Improve Efficiency with Automated Customer Support

Reduce response time, minimize errors in policy/claim information, and improve customer satisfaction by automating insurance support. Combine this workflow with other AI Automation in Insurance to streamline operations, customer communication, and record management.