Ravi Lalwani: What is the overall approach to the personalization of claims?
Parthanil Ghosh: As a ‘Customer First’ organization, we leverage heavily on advanced technologies like AI & ML, and techniques like data mining to deliver personalized services to our customers. We have developed chatbots, robotics, and voice-based solutions to provide personalized CX anytime, anywhere.
We have implemented self-help portals and mobile applications, linked with core processing systems, to provide convenience to our customers. Being a multi-channel organization, we provide a host of options to customers for claims assistance, policy renewals, etc. For ease of documentation and simplified processes, we have also developed tools with pre-filled options, which results in quicker turnarounds and increased customer satisfaction.
We have launched multilingual support across digital platforms. For example, our self-help chatbot ‘DIA’ and our AI-enabled WhatsApp bot ‘MyRA,’ can assist our customers in 12 languages.
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