Use case 1: Faster and simplified vehicle breakdown reporting
In the context of roadside assistance, visual IVR helps significantly reduce response and handling times.
From the very start of the call, the customer is automatically geolocated via their phone, making it possible to precisely determine their location and optimize assistance dispatch. The caller’s phone number is also analyzed to identify the vehicle concerned, sparing the customer from manually providing this information. As a result, the policyholder no longer has to dictate their license plate number or approximate address, which reduces errors and misunderstandings.
If the request is not eligible (outside the coverage area, service not included in the policy, conditions not met), visual IVR immediately guides the policyholder to the most appropriate option: clear information about the situation and next steps, a relevant alternative (such as another provider), or a transfer to an advisor if needed.
Conversely, when the request is eligible, the journey adapts to allow the policyholder to continue seamlessly, either by completing incident-related details through the digital interface or by choosing to speak with an advisor via their preferred channel, without having to repeat information (omnichannel continuity). This flexibility significantly enhances the user experience and optimizes processing times.
Use case 2: Easy claims tracking
During the call, the caller ID can be used to retrieve the associated claim file, when this information is available in the system. This identification removes the need for the policyholder to search for or dictate a claim reference number, immediately simplifying the interaction.
Once the claim is identified, visual IVR makes it possible to display the claim status, current or upcoming steps, and estimated resolution timelines. Depending on the journey in place, this information can be sent via SMS or email, without requiring any additional authentication.
If the policyholder needs clarification or wishes to interact further, they can switch at any time to a customer service advisor (by phone, chat, or email). Visual IVR therefore enables faster handling of simple requests and involves an advisor only when the situation genuinely requires it.
Use case 3: Self-service claim pre-declaration
For non-urgent claims, visual IVR primarily helps set the right framework from the outset. When available, the caller ID is used to identify the relevant policy type, avoiding the need for the policyholder to re-enter information that is already known and smoothing the rest of the journey.
Once the context is identified, the policyholder selects the affected asset from a predefined list and completes a pre-declaration via redirection to a simplified form. They describe the circumstances of the claim, can attach photos or supporting documents, and immediately receive confirmation that the request has been taken into account.
Information is collected in a guided way, using simple and well-adapted fields. The resulting files are more complete, easier to process, and require fewer follow-ups from internal teams. Claims can then be handled asynchronously, outside peak call periods, without degrading the customer experience.
At any point, the policyholder retains the option to continue their request via the channel of their choice (phone, chatbot, or email) depending on their preferences and service availability.
