Dispatch: realtime text chat between agents and clients
under review
Jason
Enable agents and clients to communicate 1:1 asynchronously, or in realtime, via an embedded text chat function in HQ, and the GloveBox Policyholder App. The aim would be to speed up the exchange of info and documents between both parties. Could potentially also incorporate smart chatbots to automatically route common client questions to pre-written information, therefore saving agents time spent on routine requests, while still facilitating personal interaction with clients at scale.
Jeremy Thacker
Will this also include some of the fancier features of Sendbird? Ex. chat, voice, video, and (assuming it's similar to DoorDash) even text.
Jason
Jeremy Thacker: It really depends on which use-cases are most useful to both agents and clients. This would be a very large update, so we want to balance the addition of a new communication channel between agents and clients, with avoiding overwhelming everyone with too much functionality.
What kind of scenarios could agents envision needing something like this for? I'm really curious to hear what everyone thinks!
Jeremy Thacker
Jason: The chat/text interoperability is interesting for me, as some clients may not want to download the app, but they could still communicate (essentially) through/with it using the texting features...with the agency using one single platform. Both DoorDash (using Sendbird) and RocketReferrals have a similar combined contact platform.
Voice and video are cool, but seem redundant -- we already have numerous ways to contact the insured via voice/video; unless this is the primary way we connect via voice and video, I see this leaning towards 'too much functionality'.
Just my opinion, though!
Jason
under review