Your Partner Through The Digital Age

Your Partner Through The Digital Age

All Case Studies
All Case Studies

Enhanced Customer Engagement using WhatsApp Bot

About client

The client is a leading InsurTech platform to purchase life and general insurance products. The client focuses on introducing and delivering value-based, innovative, and competitive solutions for their customers.


Our client reached out to us with the following three pain points – 

  • Dropping levels of digital engagement amongst customers and partners 
  • Prolonged website navigation to access required information resulted in a low customer satisfaction score and high churn rate
  • Huge volumes of process-related queries affected the agent & customer support team productivity

As a result of all the above challenges, digital sales were impacted

Solution proposed and implemented the following integrated solution –

  1. WhatsApp bot –’s AI-powered bot helped the client in delivering a smooth and round the clock availability service, on a channel which was easily accessible to their customers
  2. Live Chat –  In some cases a customer insists on talking to a live agent. Thus providing a live bot integration increased the customer experience and engagement drastically, and finding information became quick and easier.
  • The bot was built on’s No-Code Conversational Platform. Using a pre-built model for insurance, enabled the team to easily onboard and amend new use cases without any coding. 
  • The deployment took only 2 weeks’ time

Akshada Benke

Senior content developer- Marketing

Akshada Benke is a content marketer at with more than twelve years of experience in digital content marketing field. She describes herself as a Philomath. She is confident & professional in developing strong consumer-insights driven goals to build brand and relationships.


  • Increase in sales – With better engagement, client saw an uplift of 10% in the sales through digital channels.

  • Reduction in Queries – 50% of the queries were automated.

  • Increase CSAT & NPS – Owing to the conversational AI platform, there was a 15% increase in the Customer CSAT post-implementation.

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