India | 4th February 2020: Kotak Mahindra Life Insurance Company (Kotak Life) today announced the launch of its voice assistant KAYA – AI-driven conversational assistance to get instant solutions. Kotak Life At Your Assistance (KAYA) has been developed by Kotak Life and Haptik – one of the world’s largest conversational Artificial Intelligence (AI) platform developers. KAYA provides 24X7 assistance and easy instant solutions to consumers thereby enhancing customer experience by resolving queries about premium payment, policy renewals, policy statements, policy information and bonus / fund value.
Presently, Kotak Life’s customer service department handles a huge number of customer queries on a day-to-day basis. KAYA’s integration into customer service department significantly reduces human dependency and call waiting time, and importantly, ensures queries do not go unattended.
Kirti Patil, Chief Technology Officer, Kotak Mahindra Life Insurance Co. Ltd. said, “KAYA is a major milestone in Kotak Life’s digitalization journey. KAYA has reduced the wait time for our customers by as much as four times, and has reduced human dependence to resolve a large number of routine queries. With its self-learning architecture, KAYA can connect to various sections of the support team for a smooth customer experience.”
KAYA, with a comprehensive understanding of the complex processes, is self-learning and is also equipped with advanced agent chat solution, where complex queries outside its scope are seamlessly transferred to Kotak Life’s customer support teams. Quite a few processes were re-imagined and re-designed to provide simplicity for customers.
Kartik Poddar, Business Head, Haptik said, “Conversational Artificial Intelligence (AI) is really transforming the customer support function by providing real time, accurate and emphatic resolution at scale. We are delighted by KAYA’s immediate impact as she resolves large number of queries while offering consistent experience to each caller. Together, we will keep evolving the virtual assistant KAYA as she becomes the epicenter of customer engagement at Kotak Life.”
