Aditya Birla Sun Life Insurance Launches First of its Kind Conversational Renewal BOT for Policy Renewals

* First of its kind customer-centric digital initiative in the Indian life insurance industry

* ABSLI’s AI-enabled Renewal Bot offers virtual assistance to customers, offering a seamless digital payment experience

Aditya Birla Sun Life Insurance (ABSLI), the life insurance arm of the Aditya Birla Capital Limited (ABCL), has launched an AI driven Conversational Renewal Bot to enhance the digital payment experience of its policyholders. It’s first of its kind and ABSLI is amongst the pioneer to launch this in the life insurance industry.

With this pathbreaking initiative, ABSLI aims to enhance the renewal payment experience of its policyholders. The Bot will provide a seamless digital renewal engagement journey and help policyholders renew their policies from the comfort of their homes.

Promoting self-service, the Renewal Bot is unique in many ways. The Bot will initiate renewal payment reminder call and will handhold customers via virtual assistance, to complete the transaction process. Customers will be notified on successful payment and will be able to download the digital copy of acknowledgement real-time. The visual IVR will provide an end to end automated digital journey without any human intervention. The Bot is currently available in English and Hindi, and will soon offer assistance in other Indian languages.

Speaking about Conversational Renewal Bot, Mr. Kamlesh Rao, MD & CEO, Aditya Birla Sun Life Insurance, said, “Customer convenience is a key pivot of our strategy and we understand the protection needs of our policyholders, especially during the times of a pandemic. Digitalization has emerged a key driver in improving how customers interact and ABSLI is constantly evaluating multiple digital avenues to offer a hassle-free and real-time experience. It is important that customers always stay protected and this Conversational Renewal Bot is yet another innovative step to ensure the same. Catering to our customer’s needs in a single integrated journey, our Conversational Bot is another milestone towards unmatched service experience.”

The Conversational Renewal Bot provides due/overdue/lapse intimation, virtual assistance and premium acknowledgment within a single transaction. 

ABSLI continues to service its customers using multiple digital channels, customer-friendly portals, its WhatsApp based service platform, contact center and the Chabot. ABSLI has been creating seamless digital experiences for its customers while offering them best-in-class products and services.