HDFC Life, the private life insurance company, has launched Elsa, an Alexa-based smart service voice assistant that is now available for its policyholders.
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Through this offering, HDFC Life aims to continue supporting policyholders during the lockdown. The life insurer’s digital platform and tech-based solutions are enabling policyholders to service their policies without having to step out of their homes.
Elsa, the Alexa bot, is powered by natural language processing (NLP) software and offers intelligent services like handling of dynamic requests and offering insights into policies. In its first rollout, Elsa can successfully answer more than 200 queries.
To initiate and configure Elsa on Alexa devices, customers need to download the Alexa app and link their HDFC Life account through a secure authentication process. Once the account is linked, the customer can ask their queries to Alexa to get various policy related information including requesting services such as fund statement, premium receipt or policy soft copy. For example, the customer can ask “Alexa, when is my next premium due?” On receiving the request, HDFC Life will send the requested information securely via an SMS to the policyholder’s registered mobile number.
Parvez Mulla, Chief Operating Officer, HDFC Life, said, “Every year, HDFC Life records more than 40 lakh customer queries and service requests and processes them digitally. A growing number of Indian customers are moving towards smart digital solutions for quicker and more simplified services. Through Elsa, as well as other AI service bots, we aim to offer intelligent and personalised query processing for our policyholders. We are making resilient AI offerings that will add value to customer experience.”
In earlier releases, HDFC Life has announced Elle, a website chatbot; NEO, a Twitter bot; and a 24-hour service bot for WhatsApp, named Etty. The company has successfully launched 210 bots that offer a seamless experience to employees as well as customers.