ConVRse, from MetLife, is an experiential Virtual Reality (VR) platform which provides an immersive and personalised customer service experience. Far from the call centers that still dominate many insurers’ relationships with policy holders, conVRse has been forged through a collaboration between MetLife’s innovation centre, LumenLab, and PNB MetLife in India. The aim is to add a whole new dimension to MetLife’s customer service experience whereby customers can now get service requests executed in real time and engage with MetLife customer service in an interactive way.
How it works?
When customers put on the VR headset they find themselves in a 3D simulated virtual room, face to face with PNB MetLife’s insurance expert ‘Khushi’, a virtual avatar. Customers can then get all their servicing requirements fulfilled with Khushi simultaneously displaying all policy related information, which includes the ability to engage the customers through visual assist elements like animations.
Additionally, PNB MetLife is working towards equipping its sales team with VR devices and will also set up conVRse zones at partner banks. Ultimately, MetLife is using virtual reality to create a more interactive customer experience first based on policy and product information and then developed into a sales platform.