The Digital Insurer Award - FWD (chatbot)
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This document discusses FWD DoBot, a scalable chatbot developed by FWD Innovation Kitchen. It has been released in multiple markets across Asia, with over 500k USD in savings compared to previous solutions. The chatbot provides customer service functions like answering FAQs, generating leads and policies, and can seamlessly transfer to a live agent. It has a low annual cost per market of under 5k USD due to its serverless architecture and reuse of components. Case studies on earlier versions in Philippines and Singapore found high customer satisfaction ratings and large numbers of users and messages processed.
The Digital Insurer Award - FWD (chatbot)
- 1. FWD DoBot: Scalable chatbot The Insurer Innovation Award 2021
- 2. 2 Chatbot by FWD Innovation Kitchen 5 chatbots in production $500k USD in savings & 95% running cost saving
- 3. 3 • Released to production in Japan, Singapore, the Philippines, Malaysia and Group • Indonesia chatbot under development • Built by FWD Innovation Kitchen • Customer or agent facing chatbot • One codebase across all the markets • Serverless architecture on Amazon Web Services • Using Google Dialogflow engine Overview FWD DoBot
- 4. 4 • Product description and illustration • FAQs • Lead generation • Seamless handover to LiveChat • Multilingual • Contextual memory • Auto-complete • Chat history kept within web browser • Automatic spell correction • Quotation flow • Login and policy servicing (2021 feature) • Voice interaction (2021 feature) Overview Key Features
- 5. 5 Easy to deploy, quick to develop, low cost, and Get data from event stores, and aggregate metrics Best in class modern tech- stack utilizing two clouds Reusable Components Fully owned and customized by FWD for our customer needs. Single codebase FAQs/Policy Ongoing new functionality Text and voice Features Analytics Backend Scalable Amazon Web Services Infrastructure Google’s Dialogflow NLP Engine Ongoing development Historical usage trends All data metrics Customer insights 2 months to development <5k USD annual cost per market Mobile, Web, FB, and more 1 line installation Overview
- 7. 7 Cost Optimization Cost Breakdown External Singapore Chatbot Vendor SAAS (running cost) SGD 4k/month AWS Cost SGD 11.5k/month Total SGD 186k/ year Innovation Kitchen Chatbot SGD 162/month (SGD 0.0027 per message, avg total messages are 60k/month) SGD 250/month SGD 5k/ year Old Singapore Chatbot Vendor For Comparison Innovation Kitchen’s chatbot costs 37 times less than Vendor’s with on par quality and feature set. Overview
- 8. 8 * On a scale 1 to 5 • Launched “Enzo” in Dec 2019 • 29,000 unique users • More than 240,000 messages processed • 4.2 average customer satisfaction rating* • 426 leads generated • 5,700 quotes generated Case study The Philippines
- 9. 9 * On a scale 1 to 5 Case study Singapore • Launched “Faith” in May 2020 • 43,500 unique users • More than 170,000 messages processed • 4.3 average customer satisfaction rating*