3i Infotech Ltd announced that it had signed a ₹12-crore digital business process services (BPS) transformational deal with one of India’s largest insurance companies.
The deal is for three years, and the procedure will be delivered from their new Hyderabad facility. The company will use its integrated omnichannel contact centre technology, which includes automated service quality automation and end-to-end business process management linked to the client’s business KPIs, to transform the customer experience.
“The omni channel platform will be embedded with self-learning AI systems to assist customer support associates with real-time Cognitive assistance. It would also come bundled with virtual agent assist, email automation and flow based chatbots to cater to customer’s claim queries. The process will involve delivering inbound voice customer services and slowly transforming the digital tools to deflect call volumes to digital channels which include app, chat and email using self-service bots,” 3i Infotech said in a statement.
3i Infotech will focus on automating their claims handling in the next phase and partnering with them to alter their IT applications.
“We are seeing a huge uptake in our Digital BPS services offering, and this latest win of ours will add to our marquee set of clients who are on the path to digital transformation. Organizations are looking at higher return on investments and greater scale in this highly competitive market, and we will partner them in achieving this,” said Kiran Chittar, Business Head – Digital BPS, 3i Infotech.
The announcement follows 3i Infotech’s statement that it will hire 500 people for its newly-established BPS division in HITEC City, Hyderabad, to support its regional and market-specific clientele.