Transforming Insurance Customer Journeys with Agentforce on WhatsApp

Simplify policy servicing, claims support, and loan assistance through a unified WhatsApp customer engagement platform.

Agentforce empowers agents to manage customer journeys from policy inquiry to claim resolution using automated workflows, integrated ticketing, and AI-driven responses to ensure seamless support experiences.

Client & Business Challenges

The client is a leading insurance services provider, offering a wide range of life and general insurance products. With a strong customer base, they focus on delivering comprehensive policy solutions, claims assistance, and insurance-backed loan offerings, aiming to enhance customer satisfaction and retention.

The user journey from lead capture to policy servicing was disjointed, creating friction and reducing overall satisfaction. Support teams faced high volumes of repetitive queries, such as questions about coverage details, premium breakdowns, and claim statuses, which consumed valuable time and resources. Complex cases were often escalated inconsistently, leading to delays and unresolved issues. Additionally, many users dropped off during insurance-backed loan applications due to confusion or a lack of clear guidance throughout the process.

Key Metrics

3X faster resolution for complex queries

50% reduction in support handling time

40% reduction in drop-offs during loan applications

2X improvement in lead-to-policy conversion rates

Benefits

- Deliver a unified experience from policy inquiry to claim settlement

- Automate repetitive queries to reduce support workload

- Provide real-time loan tracking and proactive guidance to boost trust