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Aditya Birla Sunlife Deploys Intel Capital Funded Avaamo’s AI Platform to Manage 1M Insurance Policy Queries

BirlaSunlife choose Avaamo mainly due to its insurance specific AI models and superior service offerings.

The Aditya Birla Life Insurance has chosen Avaamo Conversational AI technology to deploy an AI driven chatbot to manage increasing flow of their business. The team wanted to save costs by deploying bots to improve the customer experience and use AI to reduce human intervention commonly for commonly asked question for insurance queries. This chatbot is aimed to provide enhanced customer experience that will let customers communicate in a natural way, obtain instant premium quotes, resolve issues and service all their basic needs on the go.

“We were facing a persistent problem of receiving high number of policy requests specially nearing the financial year end months (jan-march). Building intelligent chatbots using Avaamo’s conversational AI platform gave us an opportunity to optimize the quality of support queries and handle high volume of policy queries,” stated Parthiv Majumdar, Associate VP-Digital Marketing, ABSLI

Ram Menon, CEO of Avaamo stated, “We are proud to have Aditya Birla Sunlife choose Avaamo. Our vision and focus is to deliver conversational experiences focused on industries/sectors like insurance, banking and mutual funds - which are driven by high volumes, regulatory oversight, as well as security guidelines.”

BirlaSunlife choose Avaamo mainly due to its insurance specific AI models and superior service offerings.

Industry specific Learning Models: Avaamo Insurance specific Machine learning models speeds up implementation and intelligent routing. For example, when platform determines that certain question need to be routed to a live agent for further follow up, it will do so.

The Speed of Implementation too impressed the Aditya Birla team.  Avaamo implemented Aditya Birla - Disha within 4 weeks of signing the proposal, allowing ABSLI customers to enjoy organic interactions with personalized assistance for its insurance products.

By equipping Disha to quickly respond to queries, Aditya Birla SunLife Insurance was able to cut down its customer support costs and improve the response time to complete the quote creation and application process from a 24 hr -72-hr window down to just 5-15 minutes. This fast and efficient self-serving capabilities of Disha has contributed immensely to enhancing the overall customer experience. She is getting better at striking up personalized conversations just like her human counterparts.



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