3i Infotech has signed a premium high margin Digital Business Process Services (BPS) transformational deal worth Rs 12 crore with one of India's leading Insurance TPA companies. The contract is spread over three years and the process will be delivered from their new centre at Hyderabad. As part of the deal, the company will be driving customer experience transformation through its integrated omni channel contact centre platform with automated service quality automation and end-to-end business process management linked to the client’s business KPI.
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. In the next phase, 3i Infotech will work on automating their claims management and also partnering in transforming their IT applications.
3i Infotech is a global Information Technology company which provides technology solutions to over 1500 customers in more than 50 countries across 5 continents, spanning a range of verticals.
