TTV launches Bot Service for Aviva Insurance Vietnam using Facebook Messenger Customer Chat Plugin

Transcosmos Technologic Arts (Headquarters: Ho Chi Minh City, Vietnam; CEO: Onishi Tomohiro; hereafter, TTV) launched the Sale Support Bot for Aviva Vietnam Life Insurance Company Limited (Headquarters: Hanoi, Vietnam; Regional CEO: Randy Lianggara; hereafter, Aviva Insurance), utilizing the Facebook Messenger Customer Chat Plugin currently available only to a limited number of developers as a closed beta. Toward this launch, TTV worked closely with Facebook to become one of the first companies in the world to release a live bot service that leverages this new technology.

The Customer Chat Plugin enables Aviva Insurance to integrate the Facebook Messenger experience directly into its corporate website, thereby creating an additional communication channel with its customers. Leveraging A.I technology into the plugin, the Sale Support Bot is one of the first A.I Chatbot of  its kind that not only does sale agents help to check the contracts status was being pending, support them necessary information for completing the contracts, support internal sales, locate the nearest healthcare provider, but also to help enterprise to save their cost and time by automatically supporting to answer FAQ (Frequently Asked Questions), available contest/training program (on phase 2), personalize notification to each of the agents or customers, even it can help collect new lead information. As a human behavior, the Sale Support Bot will be the newly best customer experience that sale agents can be sustained.

Since its launch, the Bot service, developed on Dialogflow platform, an end-to-end platform for building great conversational experiences, has helped Aviva Insurance exceed its initial expectations in new customer acquisitions. As the volume increases, TTV plans to partner with its parent company transcosmos inc. (Headquarters: Tokyo, Japan; President and COO: Masataka Okuda; hereafter, transcosmos), a leading contact center service provider in Asia, to make available human operators as escalation points in cases where customers face limitations with the chatbot.

TTV also plans to partner with SOCIAL GEAR PTE LTD (Headquarters: Singapore; CEO: Shunsuke Sato; hereafter, SOCIAL GEAR), a certified Facebook Marketing Partner company within the transcosmos group, to leverage the conversation data collected through the chatbot to help Aviva Insurance optimize its online marketing campaigns, thereby further accelerating the growth of Aviva Insurance’s business.

The Prospect Generation Bot for Aviva Insurance showcases the technical capabilities of TTV and SOCIAL GEAR to integrate discrete services like digital marketing and customer support as a unified “DEC (Digital marketing, E-commerce, and Contact center)” solution, made available through transcosmos’ global network of branch offices.