Max Life Insurance Company Ltd. (www.maxlifeinsurance.com) has launched a pioneering ‘VOX Speech’ AI Program that leverages intelligent speech analytics and helps in extracting valuable customer insights from voice call data. It has helped the Company improve the customer buying and onboarding journey and to build a hyper-personalized customer experience.
The program uses a language-based speech-to-text analysis model along with NLP (Natural Language Processing) program to extract insights from customer and tele-caller voice interactions. These insights coupled with aggregating call engagement scores, script adherence, pitch effectiveness scores, and similar productivity metrics, help dramatically improve the customer experience.
Manu Lavanya, Director & Chief Operations Officer, Max Life Insurance, said: “We are a customer-obsessed company, and we firmly believe technology to be a strong enabler in our journey to deliver a superior customer experience. Using innovations around AI and Natural Language Processing, we have created cutting-edge solutions like VOX AI that enable us to sit closer to our customers.”
The VOX AI system is currently implemented to analyze telesales calls with plans to scale this solution across every type of customer call touchpoint. This includes renewal reminder calls, service and verification calls, and tele-medical calls. As part of its digital excellence journey, Max Life recently launched ‘Medicheck’, an innovative real-time health analytics solution that generates customer health scores basis medical data. Such solutions are enabling Max Life in the journey of building a digital and analytics-driven ecosphere to achieve business goals and improve the overall customer experience.