How is Bajaj Allianz Life Insurance coverage harnessing buyer intent with AI, CIO Information, ET CIO?


Corporations are spending and investing in applied sciences to grasp what the shopper actually desires, to grasp buyer intent. however why?

As a result of understanding and holding the precise intention might help you win hearts and {dollars} too!

With an intention to serve its prospects higher and improve the shopper expertise within the course of, Bajaj Allianz Life Insurance coverage had launched a WhatsApp bot.

“We have now a WhatsApp which relies on an AI-powered platform. This isn’t a Q&A bot. It ingests some data and property after which interacts with you nearly as if it had been a human being. Therefore my foolish errors, typing errors or sentence misinterpretation can be tapped into the intent, and the person can be replied to based mostly on the intent,” defined Gautam Dutta, chief data and digital officer, Bajaj Allianz Life.

Whereas the primary model of this bot went reside in 2017, there have been a number of updates and the mannequin behind the bot has been studying since then, as identified by Dutta.

He believes the business pattern is such that if the bot does not perceive what the shopper is saying and does not seize the intent of the dialog, it should get slowed down in confusion. However the bot that Bajaj makes use of will join the shopper to a human agent to resolve the question with out ending the dialog.

In all, 40 providers may be accomplished on the bot with none additional effort, which Dutta considers to be the very best within the business.

The life insurance coverage firm can also be working to implement AI based mostly humanoid with the intention of initiating calls with our prospects. At present, this humanoid is getting used to schedule a gathering with the shopper based mostly on their curiosity. Primarily based on the place the decision is being made, dialog historical past, pickup price, the bot will regulate its pitch and because the buyer responds, the bot adjusts its dialog.

“We try to seize the intention each second. As soon as the shopper solutions the decision with ‘I’m busy’. Name me in half-hour’ The bot will announce, ‘Positive, I am going to name you in half-hour at 7:25 and we look ahead to a captivating dialog’. But when the shopper says I wish to work with Z to grasp X product, the bot will query the place you wish to meet the advisor and arrange a gathering,” stated Dutta.

Dutta sees Bajaj Allianz Life Insurance coverage as the biggest firm within the life insurance coverage house that makes use of AI in its absolute best kind to reinforce the shopper expertise throughout numerous contact factors.



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