How Bajaj Allianz General Insurance is using WhatsApp to improve customer experience

1. Based on interview with KV Dipu,
Head - Operations & Customer Service
at Bajaj Allianz General Insurance
By Yash Agrawal
presents
24% of Customer
Interaction Volume
Moves to WhatsApp

2. Different Services by Bajaj Allianz
on WhatsApp
 A host of self-service options on its WhatsApp business account.
 Integrated its AI enabled chatbox BOING with WhatsApp.
 Customers can register claims, check claim status, check policy
status, and renew motor policy.
 Customers can also locate the nearest branch, network hospital,
workshop, etc.
 For queries that the AI cannot answer, the system transfers
the chat to a human attendee.

3. Customer Response
 24% of overall interaction is on WhatsApp.
 Widespread use across India.
 Metro cities utilizing the platform to the optimum.
 Customers across all age groups.

4. WhatsApp as a chatbox for solving
customer complaints
 The bot is based on data of most frequently
asked questions from the past.
 Eventually the bots will be trained for natural
languages, slangs and Hinglish.

5. Other social media platforms
 BOING is enabled on Facebook messenger.
 Other platforms being used to resolve customers’ queries.

6. Impact of WhatsApp services
 Using the learnings to deliver a more personalized experience to
customers when they contact on call center or e-mail.
 Will soon be able to track the engagement with customers and
better resolve their queries.

7. Further Plans
 Services are undergoing continuous improvement and new
services will be started.
 Many services are being tested from a regulatory standpoint
and usability for customers.

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