Progressive Insurance automates claims and customer service with AI chatbot

Progressive Insurance faced the challenge of handling large volumes of customer service and claims requests. To address this, they developed the Flo chatbot, an AI-driven conversational agent built with Azure technologies. Flo is integrated with Facebook Messenger and uses machine learning models trained on labeled customer service tickets to categorize and respond to queries for claims, billing, and deductibles. Microsoft Azure Bot Service and LUIS enabled easy updates and continuous improvement of the chatbot's performance. Flo aims to increase efficiency by automating claim submissions, payment scheduling, and delivering auto insurance quotes. It also maintains the company's iconic brand persona, providing witty and brand-consistent responses to users. With over 15,000 customer queries processed within 6 months of launch, Flo reduced the reliance on human agents and enabled scalable, proactive customer interaction. The AI model is continuously refined through regular updates, learning from new interactions to provide better customer experiences and support insurance operations more efficiently. Progressive emphasizes ongoing updates and proactive learning to enhance the bot's service and user engagement.