A top life insurer in India faced onboarding delays due to fragmented KYC and IT certificate workflows, causing high costs and poor customer experience. Gnani.ai’s Activate365 streamlined the process through voice automation and backend integration.
The Solution
Activate365 transformed the onboarding process by automating document collection, compliance workflows, and multilingual guidance. The solution ensured that customers completed their onboarding journey faster with minimal friction, driving a superior experience and lowering costs.
Automated voice calls collected KYC documents and IT certificates within hours of policy issuance, reducing bottlenecks in the onboarding journey.
Customers received guided support in their preferred language through conversational AI, ensuring clarity and confidence throughout the compliance process.
Backend monitoring flagged incomplete cases in real-time and triggered automated re-engagement reminders to reduce abandonment rates.
Routine queries were handled by AI bots, reducing manual effort and allowing agents to focus on complex customer issues.
This approach improved onboarding speed, enhanced visibility, and delivered superior customer experience.
The Impact
The top 5 Life Insurance Company saw faster onboarding, higher customer satisfaction, and significant cost reductions. The automation ensured improved process visibility and enhanced customer trust in the brand.
