Reinventing Insurance Customer Service With Salesforce AI Chatbot

Our Client, a well-established regional insurance provider recognized for its exceptional customer service and deep-rooted trust among policyholders, identified the need to evolve in response to changing customer expectations. To enhance responsiveness and deliver seamless support experiences, the Client aimed to modernize their service channels by implementing an AI-powered digital assistant built on Salesforce.

Business Challenges: Gaps in Current Customer Support Model

The client faced several critical challenges in their effort to modernize customer support. Their existing chatbot, Minerva, was unable to handle nuanced or complex customer queries, resulting in poor user experiences and unresolved issues. There was no visibility into the chatbot’s performance, making it difficult to assess effectiveness or identify areas for improvement. Due to these limitations, the company continued to rely heavily on call center support, leading to increased operational costs and longer response times. Additionally, the lack of a scalable solution prevented them from offering 24/7 customer service without significantly expanding their support team.

Solution: Salesforce-Native Chatbot Modernization Solution

To overcome the limitations of their existing chatbot, Datamatics designed and implemented a fully Salesforce-native solution, transforming Minerva from a basic support tool into a strategic digital service asset.

At the core of the solution is a reengineered agent framework built for performance, scalability, and long-term adaptability. The case creation process was migrated to Salesforce Flows, streamlining the user journey and improving operational efficiency. This allowed for smoother interactions and faster resolution times.

The conversation logic was significantly enhanced to effectively handle frequently asked topics such as:

• Payment processes
• Policy access
• Claims reporting
• Contact and account updates

To address unresolved queries, a smart fallback mechanism was introduced. If the bot cannot resolve a request, it triggers a guided case creation flow and ensures seamless routing to the appropriate internal team, providing users with immediate confirmation.

The entire solution was built using Salesforce-native tools, delivering:

• Simplified maintenance
• Reduced operational costs
• Stronger alignment with the client’s existing systems

Simplified Workflow Architecture:

• User launches chatbot from the FAQ page
• User selects a query category

1. The bot either:

• Retrieves a relevant Knowledge Article, or
• Launches a Salesforce Flow  

2. If the issue remains unresolved:

• The bot offers to create a case via Flow
• A confirmation message is displayed upon successful case creation