The Client
One of India’s prominent insurance and asset management providers, this organization distributes a broad portfolio of life, health, and investment products through an extensive multi-channel network spanning digital platforms, contact centers, and offline agents. Operating at national scale with millions of active policyholders, the insurer faced mounting pressure to deliver consistent, personalized service experiences in real time while managing rapid growth in customer interaction volumes.
The Challenge
- Fragmented Channel Experience: Customer interactions across web, call center, and offline agents operated in silos, producing inconsistent service quality and no unified view of customer journeys.
- High Agent Manual Load: Repetitive, high-volume queries consumed a disproportionate share of contact center capacity, leaving agents with limited bandwidth for complex, value-added interactions.
- Lack of 24×7 Availability: Absence of an always-on digital support layer resulted in unresolved customer queries outside business hours, directly impacting satisfaction and NPS.
- Delayed Sales and Service Responses: Without intelligent automation, response times for policy queries, renewals, and sales conversations were slow, reducing conversion rates and customer confidence.
The Impact
- 80%+ Repetitive queries resolved without agent intervention
- 60% Increase in Net Promoter Score (NPS)
- 25% Higher sales conversion
The Solution
Hoonartek implemented an Omnichannel AI Assistant for Sales and Service using Kore.ai, running simultaneously across Web, WhatsApp, and Voice channels and covering 25 live Sales and Service journeys. The platform enables self-serve policy document upload and download, reducing dependency on agent-assisted servicing for routine transactions.
A unified knowledge layer was built to enable intelligent search across 1,000+ webpages, 650+ policy documents, and 650+ FAQs – powered by web crawl and Search Assist – providing customers with accurate, contextual answers instantly. 53+ API integrations with CDP, Liferay, and core policy systems were established to deliver real-time personalization and enable transactional actions within the AI interface. An Agent Assist Console was additionally deployed to provide contact center agents with real-time guidance during live conversations, boosting resolution speed and quality.
Key Benefits
- Enhanced Customer Experience: 24×7 AI-powered support across three channels ensures customers receive consistent, instant service regardless of time or touchpoint.
- Increased Operational Efficiency: Automation of 80%+ of repetitive queries significantly reduced agent workload, freeing teams for higher-value engagements.
- Faster Sales Conversions: AI-guided Sales journeys and real-time personalization delivered a measurable 25% uplift in sales conversion rates.
- Agent Productivity: The Agent Assist Console provides real-time conversational guidance, improving first-call resolution and reducing average handling time.
- Customer Loyalty: The combined impact of 24×7 availability, faster resolutions, and personalized service drove a 60% improvement in NPS.