Bajaj Allianz Life Insurance Company - Insurer Innovation Award 2023

1. Humanoid for Scheduling Appointments
The Digital Insurer
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2. Problem Statement Addressed
High Cost Recruitment & Training
Many customers did
not get support as
required due to limited
reach out during
manual calling
BALIC missed many
cross sell & upsell
opportunities due to
not connecting to
customers at right time
Manual process of calling
customers (via call center)
to schedule appointments
with customers resulting
in high cost and time
Due to high attrition
and long training time
of new joiners,
availability of skilled
agents was low
Limited Reach Missed Opportunities
Challenges in Fixing appointments with customers via existing Call Center
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3. Solution - Humanoid (AI based Voice bot)
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 Automated calling at scale
 Quick upscaling and downscaling of call volumes
 Improved customers experience with proactive servicing
 Higher appointments fixing rate and conversion rates
 More cross sell/upsell opportunities
 Cost saving with process automation
Key Benefits
Humanoid to automate and scale the conversations
Key Differentiators
Human Like Voice
(Synthetic Voice)
Automatic Language
Switch basis customer’s
preference/ response
Enhanced Deep
Learning for contextual
responses
Advanced NLP and NLU
for understanding user
intents
NLP: Natural Language Processing
NLU : Natural Language Understanding

4. 4
Humanoid (Fixing Appointment): Implementation Steps
LMS – Lead Management System
Use Case
Identification
Script Creation
A pilot with 1,300
customers was
conducted.
Appointment rate of
25% achieved.
Enhancements required
in the bot were
identified and feedbacks
were incorporated in
the bot.
Designing
Humanoid Flow
Feedback &
Learning
Integration with
LMS and go live
Appointment fixing
with customers
selected as use case
due to high volume
and impact
Scripts created basis
targeted use cases:
• Maturity
• Policy servicing
• Lapsed win back
Languages selected –
Hindi and English
Conversation flow for
maximum conversions:
• Convince
uninterested
customers
• Push for early
appointments
Logics created for data
capture. Integration
with LMS for
appointment capture
in real time.
4
4
Customer Pilot

5. Deep
Learning
Humanoid - Leveraging Advanced Conversational AI Capability
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Understand
customer’s
queries & intent
with high
accuracy and
provide
response
accordingly
Switch
language
between Hindi
and English
based on
customer’s
response to
BOT
AI/ML NLG/NLU
Real Time
Data
Capture
Human like
experience – 80%
customers found
to be interacting
with humanoid
like they were
talking to human
Learn from
provided data
on script and
rebuttals.
Continuous
learning for
quality
improvement
Capture
appointments in
real time, assign
service manager
and notify them
about
appointment
details
Synthetic
human like
voice

6. Humanoid for Scheduling Appointments - Use Case Brief Description
Automated calling
to customers via
Humanoid
Outcall
1
Custom calling scripts
- Policy Review
- Policy Maturity cases
- Winback
Appointment
Pitch
Humanoid tries
to convince
customer for a
meeting
Convince
Customer
Humanoid
captures date &
time for sales
expert meet
Capture
Details
Meeting details
captured in LMS
for further
action by sales
Appointment
2 3 4 5
Maturity - Customers with policy maturity date approaching
Servicing - Customers having purchased a policy recently
Win back - Customers whose policy lapsed recently 6

7. Humanoid (Scheduling Appointment): Impact Delivered
With Call Center
7
60%
12.5%
Call connect rate
0.5%
Lead conversion
Operational Cost per
Customer
Amounts in INR
*Appointments generated / connected calls
RNB – Rated New Business
With Humanoid
80%
30%
0.6%
43 15
Appointment rate*
1.7
Calls Required per
Customer 3.2
~1.50 Cr RNB from cross sell/ upsell opportunities per month
34% Improvement
47% Reduction
140% Improvement
20% Improvement
65% Reduction

8. Competitive Differentiation and Business Scalability
8
Humanoid Extension to other use cases
• Robotic Voice
• Captures simple Yes, No
responses
• Cannot handle complex
conversions
• Less accuracy of captured
inputs (cannot manage
noisy backgrounds)
• Synthetic Human like voice
• Captures date, city & other
detailed inputs
• Responds complex queries &
convinces for appointment
• High accuracy of captured
inputs (manages noisy
backgrounds)
Inbound Voice BOTS (Pilot LIVE)
Replacing IVR with intelligent voice BOT that can decode customer’s
speech and service customers
Insurance Consultants (IC) recruitment (WIP)
Appointment generation with prospects for IC recruitment
IC Activation (WIP)
Nudging Inactive IC base to get them active with personalized pitch
Robo Investigation For Fraud Prevention (Pilot Done)
Medical investigation process of fraud identification to validate the
medical information provided by customer
Competitive Differentiation Business Scalability
Traditional
Voice BOTs
BALIC’s
Humanoid

9. Humanoid Call Recordings - Demo
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Key Points from Policy
Review Recording
Key Points from
Maturity Recording
 Details captured correctly even
though customer’s voice was
very low
 Requests politely for
tomorrow’s appointment on
getting a date far from current
date
 Switched language
automatically on not getting a
response from customer in
first attempt
 Date and time captured in one
go. Separate questions not
asked for the two inputs.

10. Thank You