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How it works:
To address growing customer expectations and operational overhead, a leading insurance company deployed a WhatsApp-based virtual assistant to offer real-time support and self-service options. The bot enables customers to instantly check policy details, renew plans, file claims, upload documents, and track their application status—all through a conversational interface. This eliminates the need for long call center wait times and creates a smoother, faster support experience.
The system was built using an intelligent workflow engine that integrates directly with the insurer’s backend systems, ensuring secure access to policyholder data. Customers initiate the chat through a simple “Hi” on WhatsApp and are guided by the bot through smart menus or natural language queries. With multilingual support and 24/7 availability, the solution has helped the company serve a broader demographic with consistent, high-quality service at scale.
Our challange:
The insurer faced growing pressure from policyholders demanding faster, more personalized service across digital channels. Traditional support methods—primarily phone and email—were becoming inefficient, resulting in long resolution times, high support costs, and customer dissatisfaction. The company needed a solution that could handle high query volumes automatically, reduce agent workload, and enhance the overall customer experience across all touchpoints.
What kind of services can customers access on WhatsApp ?
Customers can renew policies, request quotes, initiate claims, track status, update contact details, and get FAQs answered instantly. The bot simplifies complex insurance processes through a chat-friendly approach.
Is the virtual assistant secure for handling policy information ?
Yes. The bot is built with end-to-end encryption and integrated securely with internal CRM systems. It verifies user identity before sharing personal policy or claim details, ensuring full data protection.
How does the bot handle claim-related queries ?
It allows users to upload documents, check claim progress, and receive claim decisions—all in the same chat. The bot guides users through each step with clarity and eliminates confusion or delays.
What happens if the query is too complex for the bot ?
In such cases, the bot automatically transfers the customer to a live agent while maintaining the full context of the conversation. This hybrid approach ensures that customers always get resolution—bot or human.
Is the bot multilingual ?
Yes. The assistant supports multiple Indian languages to cater to policyholders from different regions. This inclusion made support more accessible and relevant to a diverse customer base.
How easy is it for customers to get started ?
It’s simple. Customers can either scan a QR code, click a link from the insurer’s website, or receive a proactive WhatsApp message to start chatting. No downloads, no logins—just instant support.
Achievement:
By implementing the WhatsApp assistant, the insurance company automated over 70% of support queries and reduced average resolution time by more than 60%. First-response time dropped from hours to seconds, while customer satisfaction (CSAT) scores rose significantly. This smart automation helped streamline internal operations, optimize agent bandwidth, and most importantly, deliver a superior digital experience to policyholders. It positioned the insurer as a forward-thinking brand that values both efficiency and empathy in customer service.