VLOCITY, INC.

– INSURANCE
SOLUTION BRIEF

Vella: Vlocity’s Virtual Insurance Agent

A modern and consumer-friendly approach to personalized insurance.
Millennials and other digital natives are poised to become the largest segment of insurance buyers in the near future and are sure
to challenge the industry’s traditional distribution and service channels. Now, with Vlocity, you can deliver the next generation of
personalized insurance directly from the cloud.
‘Vella’ is a virtual insurance agent that policyholders can access
through a user-friendly mobile app. Vella can be configured and
re-styled to meet the specific branding and functional requirements
of a carrier. Built entirely on the Salesforce platform, Vella combines
Vlocity’s deep industry functionality and microservices architecture
with natural language processing and data from the Salesforce IoT to
offer the following features:

Easy Assessment and Instant Coverage

Vella shows the policyholder a graphical overview of where they are
insured and where they have gaps, and then guides them through
simple questionnaires about their assets and potential liabilities using
Omniscript microforms. Once recorded, quotes can be provided
and coverage can be instantly bound using Vlocity’s agile rating and
application functionality. On-demand protection for personal items
such as a new camera or jewelry or more comprehensive property
protection for a home can be purchased with a few swipes of a finger.

Usage-Based Insurance
Combining the power of Salesforce IoT with MapAnything, a geo-
productivity platform also built on the Salesforce Platform, Vella
leverages vehicle telematics and other IoT sensors to personalize
auto insurance rates and premiums. Coverage can be tailored based
on usage and continually updated. For example, premiums can
be charged based only on miles driven and rates can incorporate
speeding and braking tendencies to reward the policyholder for good
driving habits.

Connected Protection and Real-time Alerts

By setting rules to trigger proactive business actions in real-time with
Salesforce IoT, Vella offers alerts for relevant information and offers.
For example, a policyholder can receive an alert when their connected
water sensor indicates a leak in their home, or an offer for travel
insurance based on new location data from their phone.
Conversational User Interface (UI)
Vella offers instant access to policy details and common transactions through a conversational UI or “virtual agent.” Vlocity
combines dynamic Omniscript forms with chatbot technology to provide an easy way for the policyholder to engage with the app.
A policyholder can ask Vella when a payment is due, the amount of the premium, or be guided through a new quote. Vella also
leverages Salesforce’s Einstein Sentiment to gauge the tone of the user and develop responses accordingly. A negative sentiment
(e.g. “this is too expensive”) may generate a revised recommendation while a positive sentiment (e.g. “what a good deal”) could
present an opportunity to upsell.
Vella has the flexibility to support all lines of business, including Property & Casualty, Life, Speciality Lines, and Health. Vella is 100%
cloud based and 100% native to Salesforce and supports seamless integration with 3rd-party data sources.
Vella is supported on iOS and Android devices.

Vella – Key Features

• Vlocity Omniscript for Guided • Salesforce IoT Integration for Home Risk Monitoring and
Interactions Vehicle Telematics
• Vlocity Rating for Policy Pricing • Salesforce Einstein Sentiment API to Measure Real-time
User Sentiment
• Vlocity Intelligence for Cross-sell
Recommendations • MapAnything Platform Integration for Vehicle Telematics
• Vlocity Policy & Claims for Policy Data

ABOUT VLOCITY INSURANCE & FINANCIAL SERVICES

Vlocity, a leading industry cloud software company, empowers companies to deliver unified, industry-specific customer experiences. Vlocity industry
cloud apps are modern cloud and mobile software that embed industry-specific functionality, best practices, and business processes for customer-centric
industries. Built in partnership with Salesforce, the world’s fastest-growing top-five enterprise software company and the #1 CRM provider globally, Vlocity
industry cloud apps leverage the omnichannel capabilities of the Salesforce Customer Success Platform to enable companies to achieve faster business
agility and time-to-value from the cloud. Vlocity Insurance apps are a modern, enterprise-scale suite of insurance acquisition, customer care, and distribution
management industry cloud and mobile solutions. Vlocity Insurance delivers omnichannel solutions that optimize insurance carrier, benefit provider, and
distribution channel operations for consumer, business, and group lines of business. For more information on Vlocity Insurance, visit insurance.vlocity.com.

© 2017 Vlocity, Inc. · All rights reserved · Salesforce1, Sales Cloud, Service Cloud, Marketing Cloud and others are trademarks of salesforce.com, inc, and are used here with permission. v11.17