Sector: Life insurance (distribution) · Platform: ServiceNow CSM, Virtual Agent, Now Mobile
The challenge
A leading life insurer supports an extended community of roughly 100,000 agents and partners, yet had no formal way for them to log issues such as commission, incentive, payment, rewards and scheme queries. Cases were raised informally through branch staff on an internal tool, with no structured tracking and no visibility of progress, and many of the queries were repetitive questions that deserved instant answers rather than a case at all.
What we did
Right Prompt embedded a Virtual Agent, case management and analytics directly into the insurer’s existing distributor mobile app, so the community got structured support inside the tool they already used, with no new login and no new app to adopt.
- Embedded through SDK integration, reusing the app’s existing authentication and channel logic, with Now Mobile and the CSM portal covering web access.
- Knowledge-first design: the Virtual Agent resolves queries from a bounded set of up to 30 priority topics before a case can be raised, so repetitive questions are answered instantly.
- Cases that do need raising are tracked to resolution in the same interface, bridged into the insurer’s existing service management tool.
- Standard dashboards cover case volume, resolution time, first-contact resolution, priority and service levels.
The outcome
A community that previously had no formal support channel gains one place to log, track and resolve its queries, and the insurer gains visibility of demand, resolution performance and service levels for the first time. Repetitive queries are deflected before they become cases, and the work that does need a person arrives structured, prioritised and visible.
Capabilities used
ServiceNow CSM, Virtual Agent, Now Mobile, mobile SDK embedding, service analytics and dashboards