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Smart Assist

Bajaj Allianz Life Insurance
India
Customer Experience 2021

Elevator pitch

SMART ASSIST is a FIRST-OF-ITS-KIND innovative co-browsing based virtual assistance for the salesforce, with no such capability being present in the Insurance industry. Given the restrictions on in-person interactions and increased customer understanding of importance of owning life insurance policy due to Covid-19, Prototype initiation to Go-live was done in a span of 2 months. This has immensely helped improve customer experience, maintain business continuity & achieve high levels of receipted premium during pandemic situation.

Innovation Presentation

• Effect of COVID-19:
The COVID pandemic forced businesses to change the way they interact with their customers. With face-to-face meetings being restricted, and a pivot in customers’ preferences from in-person interactions to virtual engagements, the pandemic had begun impacting the overall sales force across the industry. More importantly, customers across the globe are now more aware and understand the importance of owning a life insurance policy to safeguard and protect the lives of their loved ones.

Given the urgent needs of both the customers…

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