The office·Finance & insurance·Service questions, answered from the record
Where is my claim, and other questions with an answer in the system.
On the call, we would ask
- What share of inbound contact is a status question?
- Where is the status held, and can a tool read it?
- Which questions must go to a licensed person, without exception?
- How does a customer know they are talking to a tool?
Also under Finance & insurance
- Documents in: statements, applications, claims
- The file, summarised for the decider
- Service questions, answered from the record
- The decisions that stay licensed