Client Overview:
A leading insurance provider struggled to manage customer queries. Delays and inefficiencies were hurting both customers and operations.
Challenges:
- Slow responses. Simple queries took over 48 hours. Complex ones took over 72 hours.
- Frustrated customers moved to voice channels. This doubled costs and workload.
- Fragmented systems caused repeated work and higher expenses.
- Existing automation could not handle unstructured data or regulatory changes.
BACS Approach:
- AI-powered email automation structured unstructured data and verified users through APIs.
- Responses used pre-fed templates with human review for accuracy.
- Regulatory updates were applied instantly with document uploads.
- Human agents guided by AI ensured empathy and compliance in every interaction.
Results:
- Response times dropped to 3 hours on average.
- Repeat inquiries fell by 15–20 percent.
- Costs decreased due to lower reliance on voice support.
- Full compliance with IRDAI guidelines and TAT norms.
Impact:
BACS delivered a scalable and compliant solution. Customers got faster, empathetic responses. Operations became more efficient and cost-effective.
