PriyaPatel
TLDR:
Key points:
- TATA AIG General Insurance is revolutionizing customer experience in the insurance sector through technology.
- They are leveraging AI, data analytics, and digital innovations to enhance customer satisfaction and streamline processes.
In a joint interview with Express Computer, Krishnan Badrinath and Malpadevi Maharana from TATA AIG General Insurance discuss the company’s innovative approaches to enhancing customer experience through technology. They talk about the evolution of the insurance industry’s focus on customer-centricity, the strategic use of technology to meet changing expectations, and the integration of IT infrastructure to support seamless omnichannel interactions. They also address data-driven insights, digital innovations, and AI implementations that streamline operations and enrich the overall customer journey. Challenges in maintaining a robust and secure technological foundation for customer service are also discussed, along with proactive measures taken by the IT department to uphold system integrity and data security.
Malpadevi Maharana mentions that customer experience in the insurance industry has evolved from paper-driven processes to streamlined, paperless experiences at TATA AIG. They leverage technology for faster, paperless experiences and provide self-service options for customers through various platforms like chatbots and customer apps. Krishnan Badrinath adds that they continuously work on improving customer satisfaction through CSAT scores and NPS surveys, and have implemented generative AI for assisted services.
Overall, TATA AIG is focused on leveraging technology, data analytics, and digital innovations to enhance customer engagement and streamline processes within the insurance sector.
