JAGADIRI Achieves 5.3x Cost Efficiency with AI Voice Technology
How Indonesia’s leading insurance company transformed customer experience with Talkbot WIZ.AI
The Challenge: Inconsistent Premium Reminder Communications
JAGADIRI, operating under PT Central Asia Financial (CAF), provides life, accident, and health insurance through digital marketing channels, telephone, and direct sales. However, as a leading insurance provider, the company faced critical challenges in maintaining consistent customer communication for premium reminders.
While insurance companies must ensure policy continuity by reminding customers about premium payments, often extending up to 90 days past due dates, manual calling processes presented significant obstacles. These challenges included inconsistent agent communication styles, varying customer availability during business hours, and high operational costs that ultimately impacted overall efficiency.
“Insurance differs from banking. Specifically, as an insurance provider, JAGADIRI needs to make premium reminder calls to customers while continuously providing service, even up to 90 days past due,” explains Ibu Fitriah Betan, Head of Customer Experience at JAGADIRI.
The Solution: Talkbot WIZ.AI Implementation
Initially, JAGADIRI partnered with WIZ.AI to implement Talkbot, an advanced AI voice technology solution designed to deliver consistent, professional customer experiences. Furthermore, the implementation followed a strategic timeline:
Implementation Timeline
June 2022: Initially, the decision to transition premium reminder calls to Talkbot WIZ.AI
September 2022: Subsequently, complete automation of all premium payment reminder calls
Results: Consequently, contact rate increased from less than 10% to approximately 50%
Consequently, the AI-powered solution addressed key business requirements: consistent communication quality, 24/7 availability, scalable operations, and significantly reduced operational costs while maintaining professional customer interactions.
Measurable Business Impact and ROI
As a result, the implementation of Talkbot WIZ.AI delivered exceptional results across multiple business metrics. Specifically, contact rates improved dramatically from less than 10% to approximately 50%, representing a 5x improvement in customer reach effectiveness.
Moreover, cost efficiency analysis revealed remarkable savings: Talkbot operations cost only 6% compared to 32% for human agents, achieving 5.3x better cost efficiency. This 84% cost ratio improvement, therefore, directly impacted JAGADIRI’s operational profitability while maintaining superior service quality.
“Certainly, WIZ.AI solution delivers tangible results. Previously, before Talkbot, less than 10% of calls connected. Now, on average, around 50% connect,” states Ibu Fitriah Betan, highlighting the measurable transformation in customer engagement metrics.
Strategic Partnership and Continuous Optimization
Additionally, beyond impressive results, JAGADIRI values WIZ.AI’s proactive partnership approach. Indeed, the WIZ.AI team regularly evaluates Talkbot performance and provides optimization recommendations through dedicated specialists including Sales, Project Management, Customer Success, and Customer Experience teams.
WIZ.AI Service Excellence
• Furthermore, Customer Experience Designer enhances strategy development
• Additionally, real-time data-driven conversation script improvements
• Moreover, effective two-way communication processes
• Finally, continuous optimization recommendations for enhanced performance
“Certainly, WIZ.AI Customer Experience Designer helps us perfect our strategy by improving conversation scripts based on data. Additionally, there’s excellent two-way communication between us and the WIZ team. Furthermore, WIZ continuously provides suggestions for Talkbot improvements, and these suggestions deliver better results,” explains Ibu Fitriah.
Future Expansion and Use Cases
Subsequently, building on the outstanding success of premium reminder calls, JAGADIRI plans to expand Talkbot WIZ.AI implementation across additional business functions. Currently, development focuses on new conversation scripts for diverse customer interaction scenarios.
Premium Collection
Specifically, automated calls for overdue accounts and payment collections
Welcome Calls
Particularly, onboarding communications for new customer acquisition
“Undoubtedly, Talkbot has simplified our Customer Experience team’s ability to make customer calls,” concludes Ibu Fitriah. Thus, this success demonstrates how Talkbot WIZ.AI transforms customer service operations through significant cost efficiency and service quality improvements.
Why Choose AI Voice Technology for Your Business
Ultimately, JAGADIRI’s success with Talkbot WIZ.AI demonstrates the transformative potential of AI voice technology for businesses seeking to optimize customer communications. In particular, key benefits include consistent service delivery, reduced operational costs, improved contact rates, and scalable customer engagement solutions.
Furthermore, organizations across industries can leverage AI voice technology to enhance customer experience while achieving significant cost savings. Notably, the technology particularly benefits companies requiring consistent, high-volume customer communications such as insurance providers, financial services, healthcare organizations, and telecommunications companies.
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