Posted by Mumbai: HDFC Life, one of India’s private life insurance companies, has created InstA – a virtual assistant for frontline users. InstA, a knowledge platform is designed to help employees and partners with real-time sales and service support to customers – anytime, anywhere.
This virtual assistant gathers disparate information across different systems and functions in a life insurance business for its employees and partners to respond to customers.
It helps in providing first time resolution (FTR) and over the counter (OTC) responses to customers. As a result, sales and service touch points need to rely on backend teams and systems for providing resolution to customer queries.
InstA, as a solution is addressing those challenges. The InstA engine is powered by Natural Language Processing (NLP) and can answer questions as per the users preference and demand.
InstA is a powerful AI backed platform, which learns and continuously improves its accuracy based on user queries and feedback. Its integration with other applications – bots, analytics engine and workflow enables it to provide quick and comprehensive responses to queries.
With InstA, users can not only access information real-time, but also share it with customers via email and mobile. InstA can do activities such sharing key policy benefits, comparing two or more products across multiple parameters.
In addition to answering customer queries, InstA also enables users to track their productivity and performance in real time, leading to sales productivity enhancement.
InstA is easy to install and use and is available for download on Google Play as well as the App Store.
“InstA is a virtual assistant, for our sales and service teams. It is an AI based knowledge platform which creates zero distance between the frontend and the backend teams,” said Parvez Mulla, COO – HDFC Life.
“This has led to better sales productivity and improved experience for both customers as well as partners as there is improved First Time Resolution (FTR) and Over the Counter (OTC) response to customer queries,” added Mulla.
InstA currently, according to Mulla covers over 90% employees including partners and is spread across geographies.
InstA has a query bank of more than 960 queries (over 1 lakh intents) which are both static and dynamic in nature.
It is a platform which empowers new joinees and equips them with the knowledge and process understanding which is at par with that of a veteran.
Within a short time, InstA has earned the reputation of being a one-stop-solution for sales and service queries. It currently answers over 11.5 lakh queries in a month.