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How chatbots are changing the digital Indian

3 minutes, 39 seconds read

Chatbots have come a long way – from a hyped technology under the AI umbrella to a direct-to-consumer product, that has incessantly penetrated the tech-enabled services we use today. While the adoption of chatbots is still in its infancy, the proliferation and mushroomed effect it has had so far is remarkable. Most of us, are perhaps not even aware of how seamless this transition has been – since many now interact with several bots almost everyday!

Nearly 1 in 4 customers have interacted with a brand via chatbots in the past 12 months, according to a Salesforce study published in late 2018.”

Chatbots have permeated the Indian Landscape

In India, like most countries, both businesses and consumers rely on telephone and email as the most preferred channels to conduct business, yet they are also the slowest for quick resolution. The average time-to-resolution using email interactions was reported at 39 minutes while in India it was reported at 2 hours 17 minutes. In addition, global data shows only 49% of problems are solved on the first interaction.

Most people in India (59%) however, still prefer to talk to an actual person for customer service needs. While this is true, customer service experts believe this trend will reverse in the near term. A majority (61%) of “the Digital Indian” or tech-savvy users see the benefits for chatbots in customer service.

How Chatbots are changing the Digital Indian

AI is already providing benefits to e-commerce businesses in India by improving decision making & recommendation systems using machine learning algorithms, while simplifying the product search journey for the customer. When done well, 43% feel chatbots can be almost as good as interacting with a human, revealed a study titled “Efficacy of AI” conducted by digital marketing solutions firm iCubesWire.

Bots among us

Conversant bots have augmented our ability to quickly access information, services, and support – even taking over some of our day-to-day tasks. The passage deeply signifies an unmistakable shift in our digital communication patterns. Here are some well-known instances of chatbots in use, around us.

GoHero

This AI-enabled personal travel agent assists customers in booking flights, hotels, taxis, buses etc. It integrates with messaging apps to use sophisticated algorithms to understand traveller’s preferences and is available across nine platforms such as Facebook Messenger, Telegram & Skype.

Aisha

A voice assistant (similar to Siri, Google Assistant) by Micromax performs daily tasks like initiating a google search, fetching movie reviews, making calls, reading news articles, view stalk market details and more. The Handset Speech Assistant with AI integrated into its backend is gently becoming an accepted, must-have tool for the average consumer.

Lawbot

A customer facing AI application that automates specific legal tasks that would otherwise require extensive legal research. It analyses and reviews legal documents, like contracts or agreements, and identify problems in them in seconds – saving customers valuable time and money.

FitCircle

This health and fitness chatbot offers its users personalised weight-loss workouts, yoga guides and nutrition guides. The AI empowered fitness companion, called ‘Zi’, helps the Digital Indian achieve fitness goals through custom-fit workouts and diets.

Oheyo

Formerly Prepathon, Oheyo helps students (the digital Indian of the future) prepare for exams, by connecting them to experts anywhere. It messages students the subject of the day, answers queries and additionally sends across motivational messages. They also provide a video Q&A platform through which students can find a lot of their queries answered and archived for later use.

Skedool

Skedool’s ‘Alex’ is a B2B smart assistant, that excels at automating repetitive everyday tasks for business executives, sales and recruiting professionals. It handles B2B scheduling activities and calendar management. The AI assistant uses natural language processing and machine learning supervised by humans to enable customers to communicate with the service via e­mail just as they might with a human assistant.

Hitee

A one-of-a-kind chatbot with voice, video, and multilingual features. It’s custom NLP-powered workflow builder solves a number of purposes like operations, HR, IT, logistics, and more.

While these are just a few highlighted examples, there are many more in use across the country, each with a unique use case and problem it is trying to solve. For example, Aapke Sarkar – a chatbot (developed by Haptik) launched by the Maharashtra Govt. for people to access information regarding public services in the state, in Hindi or Marathi; or the bot introduced by IRCTC called ‘AskDisha’ (Digital Interaction to Seek Help Anytime) that helps railway passengers access customer services support in multiple regional languages and even voice-enabled chat.

Bots and The Digital Indian

The Indian chatbot industry, although still in its nascent form, is a $3.1B market, according to analysts. The market, in the coming years will evolve to a point where interactive and intuitive AI will become the bare standard for customer service across a variety of sectors.

AI Chatbot in Insurance Report

AI in Insurance will value at $36B by 2026. Chatbots will occupy 40% of overall deployment, predominantly within customer service roles.
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How Smarter Sales Apps Are Reinventing the Frontlines of Insurance Distribution

The insurance industry thrives on relationships—but it can only scale through efficiency, precision, and timely distribution. While much of the digital transformation buzz has focused on customer-facing portals, the real transformation is happening in the field, where modern sales apps are quietly driving a smarter, faster, and more empowered agent network.

Let’s explore how mobile-first sales enablement platforms are reshaping insurance sales across prospecting, onboarding, servicing, renewals, and growth.

The Insurance Agent Needs More Than a CRM

Today’s insurance agent is not just a policy seller—they’re also a financial advisor, data gatherer, service representative, and the face of the brand. Yet many still rely on paper forms, disconnected tools, and manual processes.

That’s where intelligent sales apps come in—not just to digitize, but to optimize, personalize, and future-proof the entire agent journey.

Real-World Use Cases: What Smart Sales Apps Are Solving

Across the insurance value chain, sales agent apps have evolved into full-service platforms—streamlining operations, boosting conversions, and empowering agents in the field. These tools aren’t optional anymore, they’re critical to how modern insurers perform. Here’s how leading insurers are empowering their agents through technology:

1. Intelligent Prospecting & Lead Management

Sales apps now empower agents to:

  • Prioritize leads using filters like policy type, value, or geography
  • Schedule follow-ups with integrated agent calendars
  • Utilize locators to look for nearby branch offices or partner physicians
  • Register and service new leads directly from mobile devices

Agents spend significantly less time navigating through disjointed systems or chasing down information. With quick access to prioritized leads, appointment scheduling, and location tools—all in one app—they can focus more on meaningful customer interactions and closing sales, rather than administrative overhead.

2. Seamless Policy Servicing, Renewals & Claims 

Sales apps centralize post-sale activities such as:

  • Tracking policy status, premium due date, and claims progress
  • Sending renewal reminders, greetings, and policy alerts in real-time
  • Accessing digital sales journeys and pre-filled forms.
  • Policy comparison, calculating premiums, and submitting documents digitally
  • Registering and monitoring customer complaints through the app itself

Customers receive a consistent and seamless experience across touchpoints—whether online, in-person, or via mobile. With digital forms, real-time policy updates, and instant access to servicing tools, agents can handle post-sale tasks like renewals and claims faster, without paperwork delays—leading to improved satisfaction and higher retention.

3. Remote Sales using Assisted Tools

Using smart tools, agents can:

  • Securely co-browse documents with customers through proposals
  • Share product visualizations in real time
  • Complete eKYC and onboarding remotely.

Agents can conduct secure, interactive consultations from anywhere—sharing proposals, visual aids, and completing eKYC remotely. This not only expands their reach to customers in digital-first or geographically dispersed markets, but also builds greater trust through real-time engagement, clear communication, and a personalized advisory experience—all without needing a physical presence.

4. Real-Time Training, Performance & Compliance Monitoring

Modern insurance apps provide:

  • On-demand access to training material
  • Commission dashboards and incentive monitoring
  • Performance reporting with actionable insights

Field agents gain access to real-time performance insights, training modules, and incentive tracking—directly within the app. This empowers them to upskill on the go, stay motivated through transparent goal-setting, and make informed decisions that align with overall business KPIs. The result is a more agile, knowledgeable, and performance-driven sales force.

5. End-to-End Sales Execution—Even Offline

Advanced insurance apps support:

  • Full application submission, from prospect to payment
  • Offline functionality in low-connectivity zones
  • Real-time needs analysis, quote generation, and e-signatures
  • Multi-login access with secure OTP-based authentication

Even in low-connectivity or remote Tier 2 and 3 markets, agents can operate at full capacity—thanks to offline capabilities, secure authentication, and end-to-end sales execution tools. This ensures uninterrupted productivity, faster policy issuance, and adherence to compliance standards, regardless of location or network availability.

6. AI-Powered Personalization for Health-Linked Products

Some forward-thinking insurers are combining AI with health platforms to:

  • Import real-time health data from fitness trackers or health apps 
  • Offer hyper-personalized insurance suggestions based on lifestyle
  • Enable field agents to tailor recommendations with more context

By integrating real-time health data from fitness trackers and wellness apps, insurers can offer hyper-personalized, preventive insurance products tailored to individual lifestyles. This empowers agents to move beyond transactional selling—becoming trusted advisors who recommend coverage based on customers’ health habits, life stages, and future needs, ultimately deepening engagement and improving long-term retention.

The Mantra Labs Advantage: Turning Strategy into Scalable Execution

We help insurers go beyond surface-level digitization to build intelligent, mobile-first ecosystems that optimize agent efficiency and customer engagement—backed by real-world impact.

Seamless Sales Enablement for Travel Insurance

We partnered with a leading travel insurance provider to develop a high-performance agent workflow platform featuring:

  • Secure Logins: Instant credential-based access without sign-up friction
  • Real-Time Performance Dashboards: At-a-glance insights into daily/monthly targets, policy issuance, and collections
  • Frictionless Policy Issuance: Complete issuance post-payment and document verification
  • OCR Integration: Auto-filled customer details directly from passport scans, minimizing errors and speeding up onboarding

This mobile-first solution empowered agents to close policies faster with significantly reduced paperwork and data entry time—improving agent productivity by 2x and enabling sales at scale.

Engagement + Analytics Transformation for Health Insurance

For one of India’s leading health insurers, we helped implement a full-funnel engagement and analytics stack:

  • User Journey Intelligence: Replaced legacy systems to track granular app behavior—policy purchases, renewals, claims, discounts, and drop-offs. Enabled real-time behavioral segmentation and personalized push/email notifications.
  • Gamified Wellness with Fitness Tracking: Added gamified fitness engagement, with rewards based on step counts and interactive nutrition quizzes—driving repeat app visits and user loyalty.
  • Attribution Tracking: Trace the exact source of traffic—whether it’s a paid campaign, referral program, or organic source—adding a layer of precision to marketing ROI.
  • Analytics: Integrated analytics to identify user interest segments. This allowed for hyper-targeted email and in-app notifications that aligned perfectly with user intent, driving both relevance and response rates.

Whether you’re digitizing field sales, gamifying customer wellness, or fine-tuning your marketing engine, Mantra Labs brings the technology depth, insurance expertise, and user-first design to turn strategy into scalable execution.

If you’re ready to modernize your agent network – Get in touch with us to explore how we can build intelligent, mobile-first tools tailored to your distribution strategy. Just remember, the best sales apps aren’t just tools, they’re growth engines; and field sales success isn’t about more apps. It’s about the right workflows, in the right hands, at the right time.

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