Bajaj Allianz Life Insurance Company - Insurer Innovation Award 2024

1. Knowledge BOT: Gen AI Powered Virtual Assistant for Sales Teams
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The Digital Insurer
Category: Insurer Innovation Awards 2024

2. Knowledge BOT – Objective
Customers ask queries
regarding insurance
which need to be
addressed by the sales
spokespersons
Query
Resolution
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Sales spokespersons have
to dig into piles of
documents to search for
supporting evidences /
documents / brochures /
forms
Instantly Providing
Reference Documents
It is important to service
the customer, especially
when it comes to
answering their queries
regarding products/
processes, immediately
Reducing Customer
Servicing TAT
These answers and
supporting documents are
not readily available on all
platforms/ tools in an
organization
Ensuring Pervasive
Availability
While servicing the customers
and constantly focusing on
driving sales, it is important
for the sales force to upskill
themselves about any new
products/ processes
Constant Upskilling
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5
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3. A virtual assistant for agents/ employees/ partners designed to resolve queries on a wide range of products and processes,
leveraging Document Cognition & Gen AI with Document Highlighting & Instant Image Scraping capabilities
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Scope
• 14 Product Brochures
• 100+ NRI Queries
• 10+ Process Documents
• 5 Underwriting Guidelines
• Generative AI (GAI)
• Document Cognition & Highlighting (DC)
• Natural Language Processing (NLP)
• WhatsApp & Web Platform Compatibility
(WAW)
Technology
Impact
• Enhanced Employee Productivity
• Reduced TAT for Query Resolution
• Continuous Upskilling
GAI + DC + NLP + WAW
Knowledge BOT – Gen AI powered Industry First Sales Tool

4. INPUT DOCUMENTS
• Product Brochures
• FAQ Documents
• Process Related Documents
• Underwriting Guidelines
TECH STACK
NLP
NLU
Image
Scrapping
OUTPUT PLATFORMS
WhatsApp BOT
(For all sales channels)
Document
Cognition
Document
Cognition (DC)
Document
Highlighting
(DH)
Generative AI
(Gen AI)
WhatsApp &
Web (WAW)
Leveraging DC
Technology to auto-
train the BOT by
simply uploading
documents on the
platform
Creating real-time
images of the
relevant document
section along with
text highlighting
Use Gen AI LLMs to
understand queries
and provide free text
responses within
relevant documents
and sections
Integrating with
existing WhatsApp
and Web
ecosystems to
create an easily
transferable plug
and play module
*NLP/NLU– Natural Language Processing/Understanding
Product Innovation & Tech Architecture
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Gen AI
CRUXVoice
(Sales platform for Lead Management)
(Learning platform for Sales SPOCs) (CRM)

5. Customer Servicing platform
Customer Servicing BOT
for banking sales agents
Customer Servicing BOT
for sales agents
Customer Servicing BOT
for bank branches
Plug ‘n Play Ecosystem
Finance Documents
Extension to Contact Centers
(Product & Process)
Lead Generation, Login & Servicing
Platforms
Self-Learning platform for sales teams
Extension to new Departments
Live
Work in Progress
Yet to Start
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6. 95%
BOT Accuracy
5,000 10,000
Knowledge BOT – Business Impact
4.5/5
Total Users VOIC
Queries Resolved
YTD Knowledge BOT
unique users
Adoption – 75%
Total Queries
Resolved
Knowledge BOT
average ratings by
the users
Successfully
answered Queries
out of total Queries
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7. Knowledge BOT – Snapshots
Web Platforms WhatsApp
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8. Thank You
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