The Hindu·3 min read·medium
AI handles 70% of ICICI Lombard Insurance’s customer calls
T
The Hindu Bureau
✦AI Summary
ICICI Lombard Insurance has successfully transitioned 70% of its customer service interactions to AI-powered voice and WhatsApp bots. The company aims to use these AI tools to improve customer insights and sales efficiency while reducing the need for human intervention in routine inquiries.
AI Voicebot, a feature that ICICI Lombard Insurance claims as an industry first feature, handles as much as 70% of customer calls in the current year, according to Sanjeev Mantri, MD and CEO of the private sector insurer.
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