System and method for proactive customer engagement experiences

1 . A method for improving customer support experiences by proactive presentation of customer-specific information, the method comprising:

receiving, at a claim submission system and from an application accessed via a computing device associated with a first policy holder of an insurance policy, a first input from the first policyholder;

automatically creating and opening, in response to the first input and at the claim submission system, a first claim related to an incident associated with the first policyholder, wherein processing of the first claim follows a pre-determined path including a plurality of stages;

passing information about the first claim to a claims complexity model, the information including a description of the incident, a loss type, and a number of people involved in the incident;

determining, via the claims complexity model, the complexity level of the first claim using applying natural language processing techniques to process the information;

creating a claim status interface page, the claim status interface page including an interactive graphical animation summarizing a status of the claim and including an overview of the pre-determined path including a predicted duration for each of the plurality of stages;

the claim status interface page further including status data in the form of an interactive graphical animation indicating whether one or more tasks associated with a given stage are pending or have been completed by the first policy holder;

presenting at a first time, via the application at the computing device associated with the first policy holder, the claim status interface page;

receiving, at the claim submission system, a second input from the first policyholder from an interaction by the first policyholder with the presented claims status interface page;

determining that the second input corresponds to execution by the first policyholder of a first task for a first stage of the pre-determined path;

automatically updating the claim status interface page, at a second time, by changing the interactive graphical animation status data to indicate that the first task has been completed by the first policyholder;

automatically generating, at the second time, a message indicating the first task has been completed and including information about a second task, the information about a second task including a link to an interface through which the second task can be accomplished;

identifying a communication channel based on preferences previously selected by the first policyholder for conveying alerts related to the first task; and

transmitting the message to the first policyholder via their preferred communication channel.

2 . The method of claim 1 , further comprising:

passing information about the first claim, including a determination of a complexity level of the first claim, to a claims service level objective (SLO) model; and

predicting, via the claims SLO model, how long completion of each stage in the pre-determined path will take based on the complexity level of the first claim.

3 . The method of claim 1 , further comprising identifying, via a similar claims model and based on the complexity level and previous claims data from other policyholders that have submitted claims, one or more prior claims that have a high likelihood of representing a claim scenario similar to that represented by the first claim.

4 . The method of claim 3 , further comprising determining, via a claims communication model, whether the first policyholder has opted in to receive notifications regarding the first claim, which channel they wish to receive messaging for each stage, and how often they wish to receive messaging.

5 . The method of claim 4 , wherein the method further comprises determining the predicted duration for each stage by:

passing information about the first claim and output of the similar claims model to a policyholder segmentation model; and

identifying a first segment of other policyholders who have similar communication preferences as the first policyholder.

6 . The method of claim 1 , wherein the method further comprises determining the predicted duration for each stage based on policyholder metadata, claims metadata, insurance product metadata, and digital use metadata for the first policyholder.

7 . The method of claim 1 , further comprising:

determining that all tasks for the first stage are now complete; and

updating, via the claims SLO model, how long completion of stages subsequent to the first stage in the pre-determined path will take based on metadata associated with tasks of the completed first stage.

8 . A system for improving customer support experiences by proactive presentation of customer-specific information, the system comprising a processor and machine-readable media including instructions which, when executed by the processor, cause the processor to:

receive, at a claim submission system and from an application accessed via a computing device associated with a first policy holder of an insurance policy, a first input from the first policyholder;

automatically create and open, in response to the first input and at the claim submission system, a first claim related to an incident associated with the first policyholder, wherein processing of the first claim follows a pre-determined path including a plurality of stages;

pass information about the first claim to a claims complexity model, the information including a description of the incident, a loss type, and a number of people involved in the incident;

determine, via the claims complexity model, the complexity level of the first claim using applying natural language processing (NLP) techniques to process the information; and

creating a claim status interface page, the claim status interface page including an interactive graphical animation summarizing a status of the claim and including an overview of the pre-determined path including a predicted duration for each of the plurality of stages;

the claim status interface page further including status data in the form of an interactive graphical animation indicating whether one or more tasks associated with a given stage are pending or have been completed by the first policy holder;

presenting at a first time, via the application at the computing device associated with the first policy holder, the claim status interface page;

receiving, at the claim submission system, a second input from the first policyholder from an interaction by the first policyholder with the presented claims status interface page;

determining that the second input corresponds to execution by the first policyholder of a first task for a first stage of the pre-determined path;

automatically updating the claim status interface page, at a second time, by changing the interactive graphical animation status data to indicate that the first task has been completed by the first policyholder;

automatically generating, at the second time, a message indicating the first task has been completed and including information about a second task, the information about a second task including a link to an interface through which the second task can be accomplished;

identifying a communication channel based on preferences previously selected by the first policyholder for conveying alerts related to the first task; and

transmitting the message to the first policyholder via their preferred communication channel.

9 . The system of claim 8 , wherein the instructions further cause the processor to identify, via a similar claims model and based on the complexity level and previous claims data from other policyholders that have submitted claims, one or more prior claims that have a high likelihood of representing a claim scenario similar to that represented by the first claim.

10 . The system of claim 8 , wherein the instructions further cause the processor to determine, via a claims communication model, whether the first policyholder has opted in to receive notifications regarding the first claim, which channel they wish to receive messaging for each stage, and how often they wish to receive messaging.

11 . The system of claim 8 , wherein the system further engages in predicting how long completion of each stage will take based on policyholder metadata, claims metadata, insurance product metadata, and digital use metadata for the first policyholder.