Chatbots are already almost standard for insurance companies in Switzerland, as they are ideally suited to support customers online and around the clock with questions and concerns about insurance topics.
Pension funds that deal with similar issues can also benefit from the advantages of the digital assistant and thus provide their customers with great added value. Nevertheless, pension funds are currently still making little use of this possibility. In this article, we show the ways in which chatbots can also be used very beneficially by pension funds.
Various beneficial areas of application are conceivable for pension funds. Let's first take a closer look at the questions and concerns that are frequently asked of pension fund employees and how a chatbot can optimally support the processing of these inquiries.
Pension funds are in contact with both employers and private customers and spend a lot of time answering questions around their insurance benefits. For many of these questions and concerns, there are standard answers and processes that customers have to go through. These are ideal conditions for the use of a digital helper that is able to process such inquiries independently and automatically 24/7, thereby significantly reducing inquiries via telephone and email. This not only pleases the people seeking advice, but also the employees, who thus have more time in their day-to-day business for complex and demanding customer concerns.
A look at the websites of pension funds makes it clear. Very many inquiries and their solutions involve filling out forms. For every data change or mutation and every request (e.g., applications for deposits and withdrawals, etc.), there is a corresponding form. The list is long, and it is understandable that customers often have problems finding the right form for their case on the website and then filling it out correctly. As a result, many website visitors give up early on and prefer to contact the employees by phone or email, who then have to spend a lot of time processing the inquiries.
Another area that lends itself to automation via chatbot is the mutation of various data. For private individuals, this concerns, for example:
For corporate customers, these are mutations such as:
With the chatbot, such mutations can be automated end-to-end. The bot can be easily integrated into third-party systems and independently obtains the data required for the mutation from the existing databases by authenticating the requesting customers in advance.
The use cases for pension funds are particularly diverse, as they involve sales, consulting, and administrative tasks, and both existing customers (employees) and corporate customers and potential new customers have to be served. Thus, the use cases for the individual target groups differ from each other and other topics are in the foreground. Bots adapted to the individual target groups can then be placed on the corresponding entry pages of each target group and attend to the appropriate questions and concerns.
For pension funds, the following chatbot deployment areas are mainly suitable:
With a chatbot, many common processes can be easily automated end-to-end. With the help of integration in third-party systems, even relatively complex use cases. In this way, you increase efficiency in processing customer concerns on the one hand, and reduce the number of direct inquiries to your employees by phone or email on the other.
The result: satisfied customers and employees who are largely relieved of standard concerns and have more time for more demanding tasks, which adds value to their work. And last but not least, your pension fund conveys a positive and modern image to the outside world through the use of innovative digital technologies.
Would you like to learn more about how your pension fund could benefit from these many advantages of a digital helper? Then contact us.