Welcome to this demonstration of 
Intelligent Insurance Solutions, from Microsoft.
Microsoft is helping insurers redefine 
how they do business by empowering them
to provide intelligent agent tools,
deliver engaging policyholder experiences,
and leverage AI to improve all interactions.
Leah Hahn is a policyholder with Contoso Insurance
who quickly and conveniently files a claim
using the insurer’s Intelligent
Insurance Solution from Microsoft.
Leah visits Contoso’s self-service portal, where she can get the help she needs at any time of day or night.
She opens the Virtual Agent to have a chat.
Built on the Microsoft Bot Framework,
the Virtual Agent provides a natural interaction
without the wait, while ensuring that issues
can be escalated to a human if needed.
Because Leah is already authenticated
in the portal, when she asks to file a claim,
the Virtual Agent knows the types of policies she has and prompts her to specify which one the claim is for.
When Leah responds that it’s for her home,
the Virtual Agent leverages AI to recognize
that this claim may be due to a recent storm that is causing an uptick in similar home claims in the area.
The Virtual Agent presents Leah with a simple
set of options relevant to the current situation,
making it easy for Leah to respond.
Just like that, the Contoso Virtual Agent is able to start
a claim and assign an adjuster to get things going.
With access to all the
policyholder’s relevant data,
the Virtual Agent can also
help with account maintenance.
In this case, it detects the upcoming
expiration of a credit card
and asks Leah if she’d like to update it now.
Leah is in a hurry, so she opts
not to do this now.
When the Virtual Agent asks if
there’s anything else Leah needs, she points out
that she is due to have a baby soon and asks if the claim can be escalated to get it taken care of faster.
Using natural language understanding and contextual
logic, the Virtual Agent recognizes the justification
for this request and offers
to escalate the claim.
When she’s presented with a satisfaction
survey, Leah rates her experience as excellent
and ends the chat with a positive impression
of her overall experience with Contoso.
Greg Winston is an insurance agent at Contoso
who uses intelligent insurance solutions from Microsoft
to work smarter and
increase his referral rates.
When Greg signs in to Dynamics 365,
he’s presented with an Agent Dashboard
that helps him plan the day’s activities.
On the left, in the Relationship Assistant,
he can see any AI-generated alerts
about new leads or policyholder activity.
Using the map, Greg can also monitor
his performance by territory.
He can see where his policyholders are
located, as well as the total premium
and average loss ratio for each territory.
He can also see a chart representing
potential new and renewal premiums,
for Contoso’s different product offerings,
helping him to optimize his sales efforts.
For now, Greg returns to the Relationship
Assistant to take a look at the new lead alert.
Here in the lead summary, Greg gets
a snapshot view of this potential lead.
He can see her professional work profile,
Relationship Assistant insights, a timeline
of recent activity, and a predictive lead score along
with the top contributing reasons for the score.
He can see that this person hasn’t
changed jobs in the last 90 days,
and that she’s an existing policyholder.
He can also see that the lead was generated
from a chat with the Virtual Agent, who recognized
the upcoming birth of a new child as an opportunity
to sell this policyholder life insurance.
The lifeblood of Greg’s business is referrals, so he takes a moment to look at Leah’s LinkedIn network.
He opens her connections and filters the list down
to those people who are located
within his geographical area.
Next, he selects the highest seniority level
to find connections with the largest net worth.
Now, Greg has a targeted, manageable list
of leads that he can follow up with later.
With tools like these, insurers can empower their agents
to leverage data and sell more intelligently.
Later, when Greg meets with Leah to follow
up on her life insurance needs, he can access
intelligent insurance features
from his Surface device.
He uses the Fact Finders tool to collect the
information he needs to provide an illustration
and quote—including her replacement income,
estimated expenses, existing assets,
and current amount of life insurance.
Greg can also add any notes that come out
of the meeting, such as a reminder to follow up
about auto insurance for an
upcoming vehicle purchase.
He indicates which next steps are needed,
triggering a back-end workflow
to manage these follow-up
tasks and assignments.
Having gained Leah’s trust
to share financial details with him, 
Greg takes the opportunity to request referrals using the list he generated from Leah’s LinkedIn connections.
She indicates which connections she’s comfortable
referring, and he marks those for immediate follow-up,
helping him focus his
efforts and sell more intelligently.
As you’ve just seen, Microsoft is redefining
how insurers do business by empowering them
to provide intelligent agent tools, deliver
engaging policyholder experiences,
and leverage AI to improve all interactions.
For more information, please contact your
Microsoft representative or visit our website.
