Customer Claims: Delayed Baggage

XpertRule uses our advanced decision intelligence solution, viabl.ai to allow businesses to harness the power of their two most valuable assets – the expertise of their people and the predictive analytics in their data. 

When it comes to managing customer claims, we've got you covered. 

We know that processing an airline customer claim, for lost baggage for example, typically involves a complex, manual process.  Not only to understand and validate the claim but then to follow a set of industry wide regulations and changing internal processes to settle the claim. 

Our work with a leading, global airline, using viabl.ai has allowed them to change all that, with a solution that involves capturing knowledge from the claims specialists, connecting to supporting technologies such as systems of records and flight data and where not feasible using RPA to surface key data from legacy systems to support decision making.  

The solution allows the contact centre claims teams' decision-making to be supported by viabl.ai from point of notification from a customer to final decision and settlement. 

Using viabl.ai the airline has been able to reduce the time a claim takes to process – reducing costs and increasing claims handling rate while at the same time increasing the identification of duplicate or fraudulent claims.  

It has also improved the customer experience through quicker decision making and resolution and agent experience by allowing agents to upskill quickly and easily using AI-supported decision making.

Get in touch to kick-start your journey to decision intelligence-led customer claims.