Private-sector insurer ICICI Prudential Life has extended the availability of its conversational artificial intelligence (AI) chatbot ‘Ligo’ on Google Assistant to address customer queries. Its customers will need to activate Google Assistant on their Android smartphones and speak out their policy number or registered phone number to get various details about their policy.
“It is as simple as asking Google for directions or traffic. In this ever-evolving digital world where speed, efficiency, and convenience are continually being enhanced, there has been rapid adoption of AI-powered voice assistants by individuals owing to personalized and immediate experiences being provided,” said ICICI in a statement.
ICICI Prudential introduced conversational AI-based Ligo chatbot on its website and mobile app in 2018. ICICI claims to have addressed around two million queries through this chatbot with 91% accuracy.
“At ICICI Prudential Life, all our innovations hinge around customer-centricity. Sometime back, we embarked on our hyper-personalization journey built on the pillars of 3 Vs. – Video, Voice, and Vernacular. Catering to the evolving needs of our customers, we have enabled our customer service voice bot LiGo on ‘Google Assistant,’ making it accessible on all platforms and devices it is available on,” said NS Kannan, Managing Director and CEO, ICICI Prudential Life Insurance in the statement.
In a volatile, uncertain, complex, and ambiguous (VUCA) era, it has become critical for banking and insurance companies to create a differentiated strategy for the convenience of their customers. Tools such as conversational AI Ligo are a technological means to help the sector drive several of these new-age innovations. (See: AI in banking now geared for a takeoff )
Leveraging technology to drive exceptional experience
Since its debut in 2001, ICICI Prudential has been taking major steps to leverage the potential of new-age technologies to further provide a more personalized experience to its customers. On many occasions, the company has indicated its inclination to invest aggressively in digital platforms to deliver superior experience and improve its customer base.
In its performance update for FY2020, ICICI Prudential has mentioned focusing extensively on modern-day technologies in the current fiscal to improve service offerings. It also plans to significantly reduce conventional channels with end-to-end digital solutions for its business activities.
ICICI Prudential was one of the first life insurers to get WhatsApp business verified account, which helped it drive 1.39 million transactions until April 2020. The company has also reportedly been toying up with the idea of using Blockchain technology for quick and error-free claim settlement. It is putting extensive focus on analytics, automation, and machine learning-based technologies to deliver uninterrupted services, including claims, during the COVID-19.
“ICICI Prudential has introduced a bouquet of digital enablers to address every requirement of a customer during the policy lifecycle – from onboarding to servicing the needs of the customers. For instance, customers can use the company’s digital enablers to transact online and each of the digital enablers, i.e. WhatsApp, the Company website, mobile app and Chatbot LiGo are almost equivalent to a virtual branch,” the company says.
Promoted by the ICICI Bank Limited and Prudential Corporation Holdings, ICICI Prudential has consistently been a leading player in the Indian life insurance sector. Its Assets Under Management (AUM) as on 30 June 2020 stood at ₹ 1,700.06 billion.