Leadway Assurance Company Ltd. on Tuesday said it had unveiled a virtual assistant service plartform called LOLA to optimise customer engagement and premium services.
A statement by Ms Femi Olayinka, Strategy And Communications Manager, Modion Communications, for Leadway Assurance, said LOLA was designed to play the role of an ‘always-on’ customer service representative.
It said the application was equipped with artificial intelligence and multiple scenario programming to enable it assist customers in several ways.
“With LOLA, Leadway Assurance hopes to eliminate the numerous pain points for its consumers, such as the cumbersome queues at experience centres and clunky paperwork, which they may be otherwise subjected to during in-person visits.
“Hence, customers can buy insurance plans, make claims, report complaints, and track policies using their WhatsApp social media platform,” the statement said.
Mr Tunde Hassan-Odukale, Managing Director, Leadway Assurance, said the company remained committed to meeting the demands of its customers, leveraging technology.
Hassan-Odukale said as one of the leading insurance companies, satisfying the demands of its customers was a priority and an integral aspect of its operational ethos over the years.
He explained that the underwriting firm had committed human and natural resources to ensure that it not only satisfied the expectations of its customers but also consistently unveiled innovative methods leveraging technology.
“More importantly, as a future-centric organisation, we recognised the two-pronged role of technology and digitisation in our business operations.
“While, on the one hand, technology has impacted our modern-day customers by empowering them to demand a swift, real-time audience to their situations.
“We have also identified that technology is the key to unlocking their true satisfaction by leveraging the real-time, immersive and dynamics capabilities of digital technology.
“To this end, we have invested significantly in optimising our customer engagement capabilities and creating a customised digital experience for our clientele by leveraging these advantages,” he said.
According to him, LOLA was designed to give consumers unlimited, real-time, swift, round-the-clock and immersive access to all its services and enquiries using WhatsApp.
The managing director expressed optimism that the launch of the WhatsApp virtual assistant platform would foster loyalty, brand trust and goodwill among its customers and stakeholders.