Request a Copy of the Policy

Name of the skill on Conversation Studio - get policy copy

Purpose of the skill - To share the insured’s policy copy (or policy declaration page) with the user on the IVA and/or via email

• The IVA will present the list of user's active policies.
• The user can proceed by selecting a specific policy.
• The IVA will then fetch the copy of that policy and present it to the user.
• IVA will also ask the user if they want the policy copy to be mailed to them on their registered email account.
• If the user responds with yes, the IVA will send a copy to the user’s email address.

What’s the design template going to look like?

This skill is designed to keep in mind quick resolution & added value to the user.

Reach out to the Conversation Designer for access to the design lucidchart or PDF.

Requirements

• The smart skill assumes the end-user is authenticated already.
• If you wish to add an authentication flow within the bot, you can combine this with the OTP authentication Smartskill.
• For users already logged into your platform (website, apps etc), authentication can happen via custom signup.

You will need 3 APIs -

1. Get policies via unique User ID
2. Get policy copy via unique policy ID
3. Send policy copy via email

Limitations

This is a no-code smart skill. If the APIs are developed to match the API structure added in the skill, or if the business has additional rules or logic to be implemented for this use case, you will need to make changes accordingly (read more in the changes section). If the client wants to add further APIs, they will need to add more steps to this smart skill.

How to make changes to the skill?

• To understand how to make non-code-related changes to the Smart Skill (like menu, bot responses, avatar, etc.), click here.
• API calls are made on 3 code steps in the skill that will require basic code changes

API 1 - Get policies via a unique user ID (collected during authentication)

Request -
{
 "phone_number": "8888456788"
}
Response -
{
 "policies" : [
 {
 "policyDate": " ",
 "policyNumber": " ",
 "premiumAmount" : " " ,
 "status" : " "
 }
 ]
}

Name of step - get_policy

Approach - In order to invoke the API, we need the user’s phone number (request parameter) which would have been collected during authentication.

The sequence of events in the code and where to change them-

• Section 1 is used to pull all entities & variables from other steps.
• Section 2 is used to make a call to getPolicies() function by passing a phone number as a function parameter which will return an API response.
• Section 3 is used to handle API success cases and also checks whether the user has any policy or not and passes the corresponding message to the output step which will, in turn, get displayed to the user.
• Section 4 handles the API error/timeout cases.
• Section 5 is used to send the final response to the output step.
• Section 6 contains the Sample API response and also API-related details which are required to invoke the API. E.g API endpoint, payload, header, etc which can be configured as per the requirement (refer to the table).
• Section 7 can be used to edit the design properties required to change the look and feel of the Carousel HSL like height and width (refer to the table).
• Section 8 can be used to edit actionable properties related to carousels in order to define both the existence & action of CTAs(Call to action).
• Section 9 can be used to edit details like title, sub_title, or descriptions of the carousel.

{
"phone_number": "8888456788"
}

{
"policies" : [
{
"policyDate": " ",
"policyNumber": " ",
"premiumAmount" : " " ,
"status" : " "
}
]
}

When to deactivate this code step?

This code step is being used to fetch and display all user policies so that users can choose one policy to proceed with. Instead, if you want that the user is asked to enter the policy ID after which that policy’s copy is shown directly, you can deactivate this first static/code/output combination and start with the 2nd static/code/output combination directly.

API 2 - Get policy copy via a unique policy ID (selected by the user)

Request - ID of policy user wants a copy of
{
 "policy_number": "1234"
}
Response - Policy copy image URL
{
 "policy_number" : " ",
 "policy_url" :" "
}

Name of step - get_policy_copy

Approach - In order to invoke the API we need the unique policy number (request parameter) collected once user confirms the policy for which they need the copy

The sequence of events in the code and where to change them-

• Section 1 is used to pull all entities & variables from other steps.
• Section 2 is used to make API call by calling getPolicyCopy() function and passing the policy number as a function parameter.
• Section 3 & 4 are used to handle API success cases and API error/timeout cases respectively.
• Section 5 is used to send the final response to the output step.
• Section 6 contains the Sample API response and also API-related details which are required to invoke the API. E.g API endpoint, payload, header, etc which can be configured as per the requirement.
• Section 7 is used to define the structure of the carousel and returns the corresponding structure to the main function (refer to the table).

{
"policy_number": "1234"
}

{
"policy_number" : " ",
"policy_url" :" "
}

API 3 - Send policy copy to the user on email

Name of step - share_policy_via_email

Approach - In order to invoke the API we need the user ID and policy ID (request parameter)

API will respond with Success or Failure status

The sequence of events in the code and where to change them-

• Section 1 is used to pull all entities & variables from other steps.
• Section 2 is used to make API call by calling shareEmail() function and passing policy URL and user ID as a function parameter.
• Section 3 is used to handle API success cases.
• Section 4 is used to handle the API failure/timeout cases.
• Section 5 is used to send the final response to the output step.
• Section 6 contains the API sample response and also API-related details which are required to invoke the API. E.g API endpoint, payload, header, etc which are configured as per the requirement.

When to deactivate this code step?

This code step is being used to call the client’s API that triggers an email to the user’s email ID. If you don’t want to do that, you can deactivate this static/code/output step.

How to analyze your skill post go-live?

You can create Smart Funnels on our Intelligent Analytics to analyze how many users are able to reach the end of the chat flow and get their policy copy successfully. You can learn here what are Smart Funnels.

Smart funnel suggestion: How many users were able to view their policy copy successfully?

• Start point: get_policy Step
• Endpoints:
  • Get_policy_copy_success Step
  • Zero_policies Step