Diverse communication methods in insurance

The Future Has a Voice—and It Speaks AI" In the realm of business transformation, AI stands as a pivotal force. Surprisingly, while 9 out of 10 enterprise leaders foresee this metamorphosis, only 18% feel adequately equipped. At Bajaj Allianz General Insurance, we proudly align with the prepared minority—not because we predicted the future, but because we actively shape it. Rather than waiting for the AI wave, we proactively crafted the tools to ride it. Picture this scenario: a farmer in rural Maharashtra reports crop damage through our Kisaan Suvidha chatbot—in Marathi, at midnight, without any human intervention. Or envision a policyholder engaging with our AI-powered voice bot, which not only recalls past interactions but also swiftly resolves concerns in a seamless manner. This isn’t a scene from science fiction; this is the reality of our AI in action. Here's how AI isn't merely supporting us; it's propelling us forward: - Over 70% of our motor OD claims are now handled by AI tools, slashing turnaround time from days to under 30 minutes in numerous instances. - Our voice bot manages more than 60% of incoming calls, diminishing reliance on human intervention and boosting issue resolution efficiency. - The Kisaan Suvidha chatbot connects with over 25,000 farmers, facilitating precise, immediate, geo-tagged crop loss reporting. - Utilizing multi-lingual NLP models, we offer seamless service in over 10 Indian languages, bridging communication barriers. The significance lies in AI's evolution from an assistant to an agent that: - Learns and adapts with each interaction - Recollects individual preferences and pain points - Seamlessly navigates diverse systems to enhance service quality From underwriting to claims processing, fraud detection to enhancing customer experience, our AI orchestrates value at a vast scale. Importantly, we uphold responsibility through explainable AI models & continuous human oversight.

Last year I really enjoyed the Harvard Business Review study on Top100 usage of #GenAI and commented how many of those usage were actually activities insurers would love to have with their customers on a day to day basis Well guess what❓ The study has just been updated AND those GenAI usages are the one really scaling all across the top100 ! It's now the time to upskill our talents and for our industry to make it happen ! 🔝 From idea generators to life companions: Gen‑AI has evolved beyond productivity aids. Top uses now include therapy, daily planning, and “finding purpose” — overtaking traditional tasks like content drafting 🔝 Emotional & existential use cases surge: AI is widely used for mental wellness, personal check-ins, organizing life, and guiding purposeful living 🔝 Voice interaction growth: Voice commands are increasingly used, especially when multitasking (e.g. driving), signalling a shift to conversational, hands-free experiences 🔝 Blurring work‑life lines: Many Gen‑AI use cases now serve both personal and professional needs (e.g. coaching + mental wellness), reflecting an integrated life approach Why this matters for Insurance conversations ❓ These evolving AI behaviours align closely with insurers’ ambitions to: 1️⃣ Prevent risk (and humanize it): + Use voice‑activated AI tools for proactive risk alerts: e.g., “Hey GPT, check air quality this morning; if bad, remind me to take an allergy inhaler and keep the windows closed.” + Incorporate habit‑threaded nudges (health, driving, home risks) to help avoid incidents before they occur. 2️⃣ Support purpose‑focused living + Embed AI-based coaching for mental well-being into wellness‑oriented insurance programs and live better longer ! + Develop partnerships between insurers and Gen‑AI platforms to guide healthy lifestyle choices. 3️⃣ Be there when things go wrong + Use empathetic, 24/7 conversational AI to guide customers through insurance processes, and especially at the time of FNOL/claims, in a tone of support rather than fraud suspicion. + Augment claim staff with AI for faster resolution and empathetic communication. 4️⃣ Redefine personal relevance + Hyper-personalize insurance offers through AI insights: e.g., group discounts for families focused on health, travel, or sustainable living habits. The more you share the more I bring you value (and not penalise you)! + Align insurance products with customers’ life values—using AI to signal, engage, and deliver on purpose-oriented protection. 🎯 #HBR study shows Gen‑AI is no longer just a tool, it’s becoming a personal AND professional companion, mentor, and coach as covered in the program for insurance executives I deliver. For insurers, that means evolving your value propositions beyond protection—towards prevention, purpose, presence, and personalization. It’s time to shape insurance offerings that truly resonate with the way Gen‑AI is integrated into people’s daily lives.