- Branch and Head Offices – 1400 Branch Offices
- Call Center – 950 Personnel
- A Matured Web Portal and Mobile App
- Field Agents – 6500 Personnel (Independent and Captive)
- Generating a quote
- Paying the Premium
- Purchasing Policy
- Many More
In a single stroke, the Life Insurance Provider had expanded its outreach to new social media channels and put in a smart and highly intelligent employee in place to manage the first line of interaction. The blog below captures the customer journey in the new world after the chatbot was put in place.
Customer Experience in the New World
The Initial Interaction and Awareness through WebApp
John asks for details on one of the policies and the bot in turn fetches more details about the policy from the legacy system. John clicks on the View Brochure option, he reads the policy details and requests the bot to get a quote for the selected policy. Bot asks for a few required details and John shares the same. John in the middle of the conversation plans to check out the branch location in his city to see if he can schedule an in-person visit. The bot gets a high level quote for John and he is now ready to discuss details with his trusted confidants.
Query Resolution on WhatsApp
To his pleasant surprise, he receives an instant response thanks to the Life Insurance Chatbot also available on WhatsApp. The bot responds with the claim settlement report PDF along with a manual that describes the assistance provided at the time of the claim settlement. He is delighted to see the instant response.
The Seamless Purchase Through SMS
Now, he just needs to make the payment for the policy. Upon verification of the documents submitted, John gets an SMS to make the payment. He opens the SMS and is impressed to see instant responses as this channel is also manned by a bot. John now starts the process to make payments.
The Bot walks John step by step with the required information & payment method and completes the transaction in a secured manner. The bot displays a payment completion message and shows transaction ID and closes the transaction and sends the policy for approval.
Updates & Notification using Mobile App
John enters the policy number to check the approval status and receives a response from the bot that his policy is now approved.
John shortly hereafter receives an email containing details such as the Policy Number and others with an attached PDF of the Policy thus making him a happy customer.