Automated Insurance Navigation Using Audio and Tactile Feedback
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Solution Overview
Problem
Traditional insurance processes are linear and inefficient, making it difficult for customers to express complex situations, leading to longer processing times and requiring human intervention to clarify customer information.
Innovation Solution
A system and method using audio and tactile feedback to capture conversational input from customers, extracting data elements, matching them to predefined categories, and determining the next best questions to navigate automated insurance processes more intuitively and efficiently.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If a linear web and/or form-based process is used to capture customer information, then the system can collect required data for purchasing products, but the process takes a much longer period of time and requires human intervention to clarify details
Solution Approach 1:
The patent replaces traditional mechanical form-filling processes with voice recognition technology. Customers speak naturally to provide information, and the system automatically transcribes and processes the speech into structured data, eliminating the need for manual form navigation and reducing processing time significantly.
Solution Approach 2:
The patent introduces speech-to-text conversion technology as an intermediary between the customer and the insurance system. This mediator automatically translates spoken words into structured data elements, eliminating the need for direct human intervention to clarify customer information while maintaining ease of operation.
2Productivity
If a linear series of questions is asked to capture required information, then the system can gather necessary data, but complex situations cannot be expressed efficiently and require human actors to sort out details
Solution Approach 1:
The patent implements a dynamic question generation system that adapts to the complexity of each customer's situation. Rather than following a fixed linear sequence, the system analyzes spoken responses in real-time and dynamically determines the next appropriate question, allowing efficient handling of both simple and complex insurance scenarios.
Solution Approach 2:
The patent changes the fundamental parameter of information collection from structured form fields to unstructured speech input. This allows customers to express complex situations in natural language, which the system then parses and structures automatically, increasing both productivity and adaptability.
3Extent of automation
If traditional form-based processes are used, then products can be presented for selection, but the human-based definition of simplicity is not embodied and requires human intervention
Solution Approach 1:
The patent enables customers to serve themselves by speaking naturally to the system, which automatically processes their requests, answers questions, and completes transactions without human intervention. The system interprets spoken language, determines intent, and executes appropriate actions, providing both high automation and ease of operation.
Data Source
AI summary
A computer-implemented method for navigating an automated process using audio and tactile feedback is presented. The method includes capturing conversational audio originating from a client computing device and extracting data elements from the conversational audio. The method include matching the extracted data elements to a set of predefined data categories and determining one or more remaining data categories from the set of predefined data categories to satisfy the requirements of a transaction type. The method further includes determining a next best question addressing at least one of the remaining data categories. In one embodiment, the method may relate to enhancing an online customer experience, and help a customer obtain a quote for insurance products, submit an insurance claim, and/or wirelessly communicate with an insurance provider via a mobile device to adjust or acquire insurance policies, such as auto, home, health, renters, or life insurance and/or acquire vehicle or home loans.