Insurance
Vernacular Policyholder AI Concierge
Customer Profile
A leading life insurance company with 80 lakh+ policyholders across India, operating through a mix of agency, bancassurance, and direct digital channels.
Challenge
The insurer launched an AI-powered policyholder concierge to handle policy queries, premium reminders, and claims status. The English-language pilot showed promise, but production deployment revealed critical failures:
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Reliability Issues: AI provided incorrect policy terms, contradictory coverage explanations, and misaligned product recommendations. Errors were particularly severe for traditional plans with complex bonus structures.
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Language Gaps: 65% of policyholders preferred regional languages, but the AI only worked reliably in English. Hindi responses had 30% lower accuracy than English.
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Compliance Failures: Inconsistent IRDAI-mandated disclosures, missing free-look period reminders, and unclear grievance escalation paths.
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Trust Deficit: Customer complaints about AI “not understanding” their questions. Call center volumes increased 15% as customers bypassed the AI.
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Escalation Failures: AI couldn’t identify when to hand off to humans. Sensitive cases (death claims, policy lapses) were handled inappropriately.
Solution
Rotavision deployed a comprehensive trust infrastructure over 12 weeks:
Guardian for Reliability
- Real-time hallucination detection against policy documents
- Consistency monitoring across conversation turns
- Confidence calibration with language-specific thresholds
- Drift detection for each language model
Sankalp for Sovereign AI
- On-premise deployment for policy data sovereignty
- Integration with 4 legacy policy administration systems
- Semantic document understanding for policy wordings
- Unified context across product variants
Compliance Framework
- IRDAI disclosure injection at appropriate points
- Grievance redressal pathway enforcement
- Free-look and cooling-off period reminders
- Prohibited recommendation guardrails (e.g., no switching advice without suitability)
Escalation Intelligence
- Confidence-based routing: >90% (autonomous), 70-90% (supervised), <70% (human handoff)
- Trigger detection for sensitive topics (death, lapse, surrender)
- Seamless handoff with full context transfer
Language Deployment
| Language | Policyholders | Accuracy |
|---|---|---|
| Hindi | 28% | 96% |
| English | 22% | 98% |
| Tamil | 12% | 95% |
| Telugu | 11% | 95% |
| Marathi | 9% | 96% |
| Bengali | 7% | 94% |
| Kannada | 5% | 95% |
| Gujarati | 3% | 95% |
| Malayalam | 2% | 94% |
| Punjabi | 1% | 93% |
Results
| Metric | Before | After | Change |
|---|---|---|---|
| Response Accuracy | 84% | 97% | +15% |
| Compliance Adherence | 71% | 99.5% | +40% |
| Customer Satisfaction | 3.2/5 | 4.4/5 | +38% |
| Escalation Appropriateness | 45% | 94% | +109% |
| Call Center Deflection | 22% | 41% | +86% |
Business Impact
- Zero IRDAI findings in annual inspection related to AI disclosures
- NPS increased 18 points within 6 months of deployment
- Expanded scope to claims status, premium payment, and nomination updates
- Regional adoption highest in South India where vernacular preference is strongest
Customer Feedback
“पहले सब कुछ English में था, समझ नहीं आता था। अब Hindi में पूछो तो सही जवाब मिलता है।” (Earlier everything was in English, I couldn’t understand. Now I ask in Hindi and get correct answers.) — Policyholder, Lucknow
What’s Next
The insurer is extending vernacular AI to:
- Voice-based IVR replacement for call centers
- WhatsApp policyholder engagement
- Agent-facing sales support in regional languages
Rotavision is powered by Rotascale’s globally-proven AI trust platform.
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