Photo by NTUC Income
NTUC Income’s latest offering for customers comes in the form of Jiffy Jane, a chatbot that provides travel insurance concierge service via mobile messaging application Facebook Messenger.
There have been over 1,100 chat sessions by 780 unique users since its soft launch on 1 August 2017. The conversations led to a total of 30 completed transactions during that period.
“In Singapore, seven in 10 people are active users of social media on their mobile devices. This figure doubles the global average of 34 per cent.
“As such, Jiffy Jane on Facebook Messenger complements consumers’ increasingly mobile-first lifestyle, instantly serving up travel insurance options for purchase when requested 24/7. This means customers can benefit from getting travel insurance protection anywhere any time, even when they are at the airport and about to leave for their next destination,” said NTUC Income’s Chief Operating Officer Peter Tay.
Simple and Relevant
Unlike traditional chatbots that require specific keyword prompts, Jiffy Jane leverages artificial intelligence to recognise users’ intentions. Users can therefore interact with it in a natural and conversational manner.
To receive insurance plan options and their respective benefits, users will just have to provide their destination, departure date and trip duration. To obtain quotation from a chosen plan, users have to key in basic personal particulars of travellers, which will be saved for other transactions in the same chat.
Startup Collaboration
To add payment capabilities, NTUC Income co-innovated with Zumata, one of the startups under its insurtech accelerator programme.
CEO of Zumata Josh Ziegler said: "As we refined and expanded our capabilities in natural language processing, we collaborated with Income at the Income Future Starter programme to improve the user experience of Jiffy Jane so that it not only responds to travel insurance queries, but also accepts payment. Together, this provides a seamless consumer journey.”
To purchase, customers have to provide credit card and contact details. If the transaction is successful, they will receive an instant notification and a copy of the policy document over e-mail within two working days.
To launch the chat, click here.
