Success Stories

NLP Based Insurance Claim Communication Automation and Analytics

MQI team has designed solution for one of the NLP (Natural Language Processing) project for one of the clients in BFSI Sector. The solution designed to reduce manual intervention, quick turnaround and improve customer satisfaction in claim processing module.

Problem Statement

There are several emails for insurance claim settlements coming to any travel company and/or Insurance Company. The first issue is, these mails are processed manually as they are written by a variety of customers in free-flow format. It takes very long to identify relevant information, find the missing information needed to process the claim, and revert to the customer asking for additional details. The second part is to submit the completed forms to the concerned department to process in a timely manner and the third is to keep customers updated on progress.

Objective:

Client wanted to maximise the automation of this process in phase wise manner.

Role

Our team worked closely with client to define the scope, design the solution and worked on development

Approach

The Natural language processing engine understands the email text content needed for the specific type of claim and classifies the category or the type of service the customer is asking for and to analyses the corresponding text. The NLP engine performs a NER (Named Entity Recognition), this component will be trained and learn from existing data. The NLP engine will also include Classification and the parsing of the extracted entity.