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May 20, 2019

HDFC ERGO partners IBM to co-create AI-based automation solutions

India-based general insurer HDFC ERGO has partnered with American tech giant IBM to co-develop artificial intelligence (AI)-based solutions to improve customer experience.

Experts from HDFC ERGO and IBM Services will use IBM Garage and collectively develop and test new solutions.

The IBM Garage team includes design thinkers, data scientists, insurance industry experts, architects among others. They will work with the HDFC ERGO team to identify data-driven, modern ideas through short iterations on a continuous delivery schedule.

HDFC ERGO believes that the new technology will help address customer queries, provide faster turnaround time and offer deeper customer insights for a better omni-channel experience.

IBM Services and Global Business Services senior vice president Mark Foster said: “Organisations are managing the dual demands of undertaking digital transformation and reinventing their businesses to respond to changing customer demands — they must do so at pace and at scale.

“Through the IBM Garage, HDFC and IBM will leverage exponential technologies and deep insights to co-create, co-execute and co-operate new solutions, capabilities and approaches to transform customer experiences.”

Using the Garage procedure, the partners will devise rapid, scalable and economical ways to develop, test, and deploy high-end automation solutions enabled through AI and analytics capabilities and delivered on IBM Cloud.

Additionally, the Minimum Viable Product (MVP) solution delivery, deployment and testing will include smooth integration with HDFC ERGO’s internal systems.

Upon meeting the success criteria, new capabilities will be used for other channels such as voice or chat.

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