Insurance

Request a Copy of the Policy

Name of the skill on Conversation Studio - get policy copy

Purpose of the skill

To share the insured’s policy copy (or policy declaration page) with the user on the IVA and/or via email

  • The IVA will present the list of user's active policies.
  • The user can proceed by selecting a specific policy.
  • The IVA will then fetch the copy of that policy and present it to the user.
  • IVA will also ask the user if they want the policy copy to be mailed to them on their registered email account.
  • If user says yes, the IVA will send a copy to the user’s email address.

What’s the design template going to look like?

This skill is designed to keep in mind quick resolution & added value to the user.

Reach out to the Conversation Designer for access to the design lucidchart or PDF.

Requirements

  • The smart skill assumes the end user is authenticated already.
  • If you wish to add an authentication flow within the bot, you can combine this with the OTP authentication Smartskill.
  • For users already logged into your platform (website, apps etc), authentication can happen via custom signup.

You will need 3 APIs -

  1. Get policies via unique User ID
  2. Get policy copy via unique policy ID
  3. Send policy copy via email

Limitations

This is a no code smart skill if the APIs developed match the API structure added in the skill. If the business has additional rules or logic to be implemented for this use case, you will need to make changes accordingly (read more in the changes section). If the client wants to add further APIs, they will need to add more nodes to this smart skill.

How to make changes to the skill?

  • To understand how to make non-code related changes to the Smart Skill (like menu, taskbox, bot responses, avatar etc.), click here.
  • API calls are made on 3 code nodes in the skill that will require basic code changes

API 1 - Get policies via unique user ID (collected during authentication)

Request - 

{
  "phone_number": "8888456788"
}

Response - 

{
  "policies" : [
  {
    "policyDate": " ",
    "policyNumber": " ",
    "premiumAmount" : " " ,
    "status" : " "
   }
  ]
}

Name of node - get_policy

Approach - In order to invoke the API we need the user’s phone number (request parameter) which would have been collected during authentication.

Sequence of events in the code and where to change them-

  • Section 1 is used to pull all entities & variables from other nodes.
  • Section 2 is used to make a call to getPolicies() function by passing a phone number as a function parameter which will return an API response.
  • Section 3 is used to handle API success case and also checks whether the user has any policy or not and passes the corresponding message to the output node which will in turn get displayed to the user.
  • Section 4 handles the API error/timeout cases.
  • Section 5 is used to send final response to the output node.
  • Section 6 contains Sample API response and also API related details which are required to invoke the API . E.g API endpoint, payload, header etc which can be configured as per the requirement (refer the table).
  • Section 7 can be used to edit the design properties required to change the look and feel of the Carousel HSL like height and width (refer the table).
  • Section 8 can be used to edit actionables properties related to carousels in order to define both the existence & action of CTAs(Call to actions).
  • Section 9 can be used to edit details like title, sub_title or descriptions of the carousel.
Section Name Nature of Changes possible API Contract
Section 6 -
Fetches all the user’s policies and their basic details		 We’re using Phone Number for fetching policy details. This can be changed to another user identifier such as user ID, Email address etc.

We’re fetching policy ID, status, effective date and premium amount for all policies. This can be modified in the API response and code node as needed.		 Request - Phone number of the user
{
"phone_number": "8888456788"
}

Response -
{
"policies" : [
{
"policyDate": " ",
"policyNumber": " ",
"premiumAmount" : " " ,
"status" : " "
}
]
}
Section 7 One can change the Carousel dimensions from here.

We’re displaying policies in a carousel format . One can change this to a simple text format by making changes to the code node and output node.
When to deactivate this code node?

This code node is being used to fetch and display all user policies so that user can choose one policy to proceed with. Instead if you want that the user is asked to enter the policy ID after which that policy’s copy is shown directly, you can deactivate this first static/code/output combination and start with the 2nd static/code/output combination directly.

API 2 - Get policy copy via a unique policy ID (selected by the user)

Request - ID of policy user wants a copy of

{
   "policy_number": "1234"
}

Response - Policy copy image URL

{
   "policy_number" : " ",
   "policy_url" :"  "
}

Name of node - get_policy_copy

Approach - In order to invoke the API we need the unique policy number (request parameter) collected once user confirms the policy for which they need the copy

Sequence of events in the code and where to change them-

  • Section 1 is used to pull all entities & variables from other nodes.
  • Section 2 is used to make API call by calling getPolicyCopy() function and passing policy number as a function parameter.
  • Section 3 & 4 is used to handle API success case and API error/timeout cases respectively.
  • Section 5 is used to send the final response to the output node.
  • Section 6 contains Sample API response and also API related details which are required to invoke the API . E.g API endpoint, payload, header etc which can be configured as per the requirement.
  • Section 7 is used to define the structure of the carousel and returns the corresponding structure to the main function (refer the table).
Section Name Nature of Changes possible API Contract
Section 7 - Display policy_copy in a carousel format We’re rendering the policy_copy URL in a carousel HSL . You can instead share the link in a text format by setting HSL "type" as "text" and "data" object as empty and providing the policy_url value to "text" key Request - ID of policy user wants a copy of
{
"policy_number": "1234"
}

Response - Policy copy image URL
{
"policy_number" : " ",
"policy_url" :" "
}

API 3 - Send policy copy to the user on email

Name of node - share_policy_via_email

Approach - In order to invoke the API we need the user ID and policy ID (request parameter)

API will respond with Success or Failure status

Sequence of events in the code and where to change them-

  • Section 1 is used to pull all entities & variables from other nodes.
  • Section 2 is used to make API call by calling shareEmail() function and passing policy url and user ID as a function parameter.
  • Section 3 is used to handle API success case.
  • Section 4 is used to handle the API failure/timeout cases.
  • Section 5 is used to send the final response to the output node.
  • Section 6 contains API sample response and also API related details which are required to invoke the API. E.g API endpoint, payload, header etc which are configured as per the requirement.
When to deactivate this code node?

This code node is being used to call client’s api that triggers an email to the user’s email ID. If you don’t want to do that, you can deactivate this static/code/output node .

How to analyse your skill post go-live?

You can create Smart Funnels on our Intelligent Analytics to analyze how many users are able to reach the end of the chatflow and get their policy copy successfully. You can learn here what are Smart Funnels.

Smart funnel suggestion: How many users were able to view their policy copy successfully?

  • Start point: get_policy Node
  • End points:
    • Get_policy_copy_success Node
    • Zero_policies Node

Click here to understand how Intelligent Analytics dashboard effectively.

Last updated on 7/30/2021
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