BALIC Emailbot achieves more than 90% success for customer service
Bajaj Allianz Life Insurance is a joint venture between Bajaj Finserv Limited owned by the Bajaj Group of India and Allianz SE, a European financial services company. It offers insurance products for financial planning and security and operates in multiple branches across India.
Bajaj Allianz today receives more than 25,000 customer inquiries every month of different types. The company will use Simplifai’s Digital Employee in the form of an Emailbot combined with two RPA bots to automate the handling of customer inquiries, identify the intention of these inquires, and take relevant actions such as replying to stakeholders and archival in client’s CRM system.
The goals
The primary goal of the client was to digitalize their customer service processes and improve the turnaround time. This goal was achieved by processing more than 80% of customer inquiries or Service Requests (SRs) received every month, with a success rate of more than 90%. Currently, the goal of the client is to increase email penetration SRs received from both registered and unregistered users.
Digitalize customer service
Improve turnaround time
The challenge
Handling of the customer inquiries severely affected the response time and turnaround time for Bajaj Allianz. This was a key challenge for the client as it also affected work efficiency and customer satisfaction.
Another challenge faced by the client was smooth integration of the AI solution with their CRM system. The integration was difficult to carry out as the AI solution required the assistance of two RPA bots configured to fetch data from customer inquiries.
Manual and time-consuming tasks
The AI solution
The AI-solution by Simplifai comprises an Emailbot deployed in two stages – Registered Users and Unregistered Users. This Emailbot is linked together with two RPA bots, one each from Automation Anywhere and UiPath, and is integrated with the CRM at client’s side.
The bucket of Unregistered Users was deployed first and the AI solution here handles about 200-300 service requests every day (100% of all incoming requests). The bucket of Registered Users went live in the second phase. The solution currently handles about 20% of all service requests received under Registered Users. For Unregistered Users, it has 4 intents scheduled in its pipeline and is currently working on 2 intents.
The AI solution
The AI-solution by Simplifai comprises an Emailbot deployed in two stages – Registered Users and Unregistered Users. This Emailbot is linked together with two RPA bots, one each from Automation Anywhere and UiPath, and is integrated with the CRM at client’s side.
The bucket of Unregistered Users was deployed first and the AI solution here handles about 200-300 service requests every day (100% of all incoming requests). The bucket of Registered Users went live in the second phase. The solution currently handles about 20% of all service requests received under Registered Users. For Unregistered Users, it has 4 intents scheduled in its pipeline and is currently working on 2 intents.
The key benefits
Using Digital Employee solution, Bajaj Allianz has witnessed increased business value and improved ROI.
Decrease in manual errors, less turnaround time, better work accuracy and efficiency, and reduced mundane tasks are key benefits of this solution, further contributing to increased competitiveness for the client.
With more than 90% of customer inquiries handled, they were able to effectively enhance customer service and satisfaction.
- Increased efficiency
- Reduced response time
- Improved customer satisfaction
Download the BALIC Case Study
Download the BALIC Case Study
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