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PNB MetLife launches AI chatbot Dr Jeevan

In View Summary

PNB MetLife has recently launched Dr Jeevan, the first chatbot on Facebook’s messanger platform that focuses on health insurance. In terms of functionality, Dr Jeevan is primarily aimed at educating consumers about critical illnesses such as cancer and heart failure with interactive videos and personalised quotations.

Jeevan – a customer centric chatbot offers simplified and interactive information to customers and prospects

In addition to simplifying information on heart disease and forms of cancer (which account for 70% of total critical illness in India) the chatbot will allow MetLife to leverage both its existing Facebook followers and potentially Whatsapp. This chatbot effort from Met Life will also help it to engage with younger consumers who prefer social media interactions as opposed to physically meeting an agent.

Abhishek Rathi, responsible for digital marketing, eCommerce & analytics,  has encapsulated PNB MetLife’s digital philosophy: “As the insurance services sector continues to evolve rapidly, we are excited by the possibilities that InsurerTech offers. We are constantly innovating at PNB MetLife and advancing our digital capabilities to effectively service, engage and communicate with our customers through new age platforms.”

Reported Benefits

Benefits to Customers:

  • Personalised Quotations on Critical Illness products
  • Available 24X7
  • Enables educated and easier decision making
  • Provides convenience

Benefit to the Insurer:

  • Opportunity to harness customer data for better insights
  • Engage customers better on social media

The Digital Insurer's View

AI enabled chatbots will increasingly replace human involvement in  traditional call centers. This transition will also be led by evolving consumer expectations as regards how customer service will be delivered through mobile devices.

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