Bajaj Allianz Life Insurance Company - Insurer Innovation Award 2024

1. Humanoid for scheduling appointments

2. 2
Challenges in Fixing appointments with existing customers via Call Center
High Cost
Manual process of calling
customers (via call center) to
schedule appointments
resulting in high cost and time
Recruitment & Training
Due to high attrition and long
training time of new joiners,
availability of skilled agents was
low
Limited Reach
Many customers did not get
support as required due to
limited reach out during manual
calling
Missed Opportunities
BALIC missed many cross sell &
upsell opportunities by not
connecting with customers at
the right time
Problem statement
Primary Reasons
2

3. • Language switch
• Conversational bot using NLP
• Understands and responds to
rebuttals
• Switch language multiple times
• Speech modulation (Vol, speed)
• Repeat sentence
• Out of scope query handling
• Dial responses on keypad
• Capture responses in ‘Yes’ or ‘No’
• Used for use cases with minimal
conversations
Features & Enhancements
Progression of voice bots over the years at
BALIC
Humanoid Progression at BALIC
3
• Cannot handle complex conversations
• Less accuracy of captured inputs
Traditional Voice bots • Synthetic Human like voice
• Responds complex queries
• High accuracy of captured inputs
NLP Based Humanoid • Contextual responses to out of scope
queries
• Higher accuracy of intent
understanding
Generative AI based
Humanoid
FY’22 FY’23 FY’24
Implemented by BALIC (FY 23-24)
Implemented by BALIC (FY 22-23)

4. Advanced AI based bot
EARLIER BOTS Generative AI based bot NEW BOTS
Humanoid – New capabilities
Human like voice
Handling Rebuttals
Language switch
Conversational bot
4
Contextual responses
using Gen.AI
Speech modulation
(Volume, speed)
Multiple language
switch in conversation
Repeat sentence

5. Humanoid for Scheduling Appointments - Use Case Brief Description
Automated calling
to customers via
Humanoid
Outcall
1
Custom calling scripts
- Policy Review
- Policy Maturity cases
- Winback
Appointment Pitch
Humanoid tries to
convince
customer for a
meeting
Convince
Customer
Humanoid
captures date &
time for sales
expert meet
Capture Details
Meeting details
captured in LMS
for further action
by sales
Appointment
2 3 4 5
Maturity - Customers with policy maturity date approaching
Policy Review - Customers having purchased a policy recently
Win back - Customers whose policy lapsed recently 5

6. 6
Uniqueness of the solution
First in industry to use
advanced AI based
conversational technology in
proactive customer service
INDUSTRY FIRST CONVINCING CUSTOMERS
Intelligence to probe and
convince customers
based on their level of
interest using Generative
AI
ACCENTS AND NOISY
BACKGROUND
Capable of understanding
different accents and
understands even with
background noise
COMPLEX CONVERSATIONS
Conversational bot that can
handle complex
conversations
UPSCALING/ DOWNSCALING
Can be scaled up or down
based on calling volumes.
without much efforts

7. Benefits achieved
With Call Center
Call connect rate
With Humanoid
25% Improvement
47% Reduction
140% Improvement
65% Reduction
Calls Required per
Customer
Appointment rate
Operational Cost per
Customer
60% 75%
Lead generation Process efficiency
improvement Cost reduction
Business Generation of ~50 Mil Per use case
7
3.2
12.5%
1.7
30%
₹43 ₹15
Agent activation
67%
~10%
Call connect rate
Activation rate
Conversion ~16%

8. Humanoid
Ecosystem
PSF: Proprietary sales force
FPU: Fraud Prevention Unit
IC: Insurance Consultant
IM: Insurance Manager
Humanoid
Use Case Ecosystem
Humanoid for Renewal calling
Operations
Appointment Fixing & Feedback
from customers whose policies
have matured/ surrendered
PSF NTB
Preliminary investigation process
for potential fraudulent customers
FPU
Motivate inactive ICs to continue
business and identify support areas
required
AGENCY
Appointment fixing with prospects
for IM and IC recruitment
AGENCY
Leveraging group data for lead
generation (Term product pitch)
PSF
• Maturity (Also for Agency)
• Policy review
• Win back for lapsed customers
PSF
8
Humanoid for Inbound
Operations
On-boarding formalities for
selected candidates
HR

9. 9
Impact to Sales
• Opportunity to Connect with more
customers as more appointments are
fixed in less time
• More upsell/cross sell opportunities
leading to business growth
• Streamlined appointment fulfilling
• Easier upscaling and downscaling of
calling capacity due to automation
(Since while managing call centers its
challenging to increase capacity in short
span)
Impact to Customers
• Proactive servicing at right time
• Standardized and consistent experience
across all customers while scheduling
appointments
• Flexibility to select appointment date
and time
Humanoid - Impact on internal and external stakeholders
Impact to Sales
• Enhanced productivity by using a
humanoid to automate reminder to get
active
• Insights to sales manager by capturing
areas where the IC needs assistance to
get active
• Bot provides scalability and flexibility
(About 60k inactive agents were called
in a span of 3 months)
Agent activation
Appointment fixing

10. Thank you