IndiaFinance and insurance2019 – ongoingMax Life Insurance
Customer service and product recommendation chatbot
Max Life Insurance doubled its chatbot satisfaction rate to 60% after combining its separate bots into one Dialogflow assistant
Problem
Max Life Insurance customers mostly reached customer service by phone, email or branch visits. The insurer had also run separate bots for product recommendations, servicing, lead generation and campaigns. It wanted one assistant that handled larger volumes and felt more natural.
Approach
In 2019 the insurer built a single chatbot on Dialogflow, part of Google Cloud's Contact Center AI, with the partner MediaAgility. The bot answers service questions and recommends products by matching them to the goals a customer sets. An in-house product team ran the work, and the roadmap includes speech-to-text for less common Indian languages.
Results
Takeaway
The insurer reported the chatbot as a new source of revenue within about a year. Its satisfaction measure counted customers who rated the bot helpful.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer serviceMarketing and sales
- Innovation type
- Product and service innovation
- AI technology
- Conversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Google Cloud's customer story describes how Max Life Insurance built a Dialogflow chatbot for service questions and product recommendations. It reports that the helpful rating doubled to 60%, that the chatbot helped generate 38x more leads and that traffic to the service page rose 400% over eight months. The page carries no date; the Internet Archive first saved it on January 1, 2021.
Full details are in the original sources.