AI Talkbot for Insurance: How JAGADIRI Transformed Customer Engagement

JAGADIRI, an Indonesian insurance provider under PT Central Asia Financial (CAF), revolutionized their customer engagement by implementing an AI Talkbot for insurance premium reminders. This digital transformation resulted in a 5x increase in connected calls and significant cost savings, demonstrating how conversational AI can enhance insurance customer experience while maintaining policy coverage.

JAGADIRI provides life insurance, accident, and health insurance through digital marketing, telemarketing, and direct marketing channels. The company serves thousands of Indonesian customers who depend on consistent coverage and timely premium payments.

Insurance AI Automation: The Challenge of Premium Reminders

“The thing with insurance is that it’s not like banking,” explains Ibu Fitriah Betan, Head of Customer Experience at JAGADIRI. “As an insurance provider, JAGADIRI needs to make premium reminder calls to existing customers and continue providing service even up to 90 days past due.”

The challenge lies in timing and consistency. Contacting customers for premium reminders proved difficult as customers are often busy during the day. Additionally, the personal nature of human interactions meant that the mood of agents or how they communicated varied from one call to another, creating inconsistent customer experiences.

Because insurance needs arise in urgent situations, JAGADIRI does everything possible to keep customers protected. However, customers must pay their premiums promptly to ensure their policy remains active for unexpected incidents.

Implementing AI Talkbot for Insurance Premium Reminders

JAGADIRI wanted a more consistent way of engaging with customers while ensuring they remain with the brand. In June 2022, the company decided to transition premium reminder calls to the WIZ.AI Talkbot system.

Phased Insurance AI Implementation

The implementation was done in phases, and by September 2022, all premium reminder calls were fully automated using the AI Talkbot for insurance communications. This gradual approach ensured smooth integration without disrupting existing customer relationships.

Insurance Customer Experience Enhancement Through AI Partnership

Beyond the impressive results, JAGADIRI values that WIZ.AI regularly monitors Talkbot performance and provides optimization recommendations. The WIZ.AI team, spanning sales, project management, customer success, and customer experience, helps JAGADIRI maximize their AI Talkbot for insurance applications.

“WIZ.AI CX Designers help us refine our strategy by improving the scripts based on the data we get,” shares Ibu Fitriah. “There’s excellent two-way communication between us and the WIZ team. WIZ continually suggests how to update the Talkbots and implementing the suggestions improves our results.”

Expanding AI Talkbot Applications in Insurance

With the success of automated premium reminders, JAGADIRI is expanding their use of AI Talkbot for insurance operations. Current developments include:

The team is developing debt collection scripts for due and overdue accounts, leveraging the same conversational AI technology that proved successful with premium reminders. Additionally, JAGADIRI plans to deploy Talkbots for Welcome Calls to new customers, creating a comprehensive AI-driven customer journey.

“Talkbot has made contacting our customers much easier for the CX team,” concludes Ibu Fitriah.

The Future of Insurance Customer Engagement with AI

JAGADIRI’s success demonstrates how AI Talkbot for insurance can transform customer engagement while maintaining the personal touch customers expect. By automating routine communications like premium reminders, insurance companies can ensure consistent, timely outreach while freeing human agents to handle more complex customer needs.

The scalability and cost-effectiveness of conversational AI make it an ideal solution for insurance providers looking to improve customer retention, reduce operational costs, and maintain policy coverage rates.