Image Recognition
MUMBAI: ICICI Lombard General Insurance is working towards using Microsoft ’s speech-to-text tools as a stepping stone to build up artificial intelligence ( AI ) capability in dealing with customers.The company has now deployed Azure Speech Services and Natural Language Processing in its outward call centres to automate supervision of calls. The company has already tasted success in using image recognition under Microsoft’s Azure Cognitive Services in assessing claims. It now aims to make further use of the cloud-based platform.According to ICICI Lombard chief of customer service, operations and technology Girish Nayak , the company does around 1,000 outbound calls a day. Earlier, it used to manually screen 20% of the calls to check compliance and quality of its tele-customer services. We have used the Microsoft tools for fraud detection, It is a natural progression from AI,” said Nayak.