Success Metrics for Chatbot Adoption across Industries

Published on Sep 18, 2019

Updated on Dec 13, 2019

According to Oracle’s Executive survey, 80% of leading consumer-facing businesses have already used or are planning to use chatbots by 2020. Chatbots are scalable and cost almost nothing in operation as compared to their human counterparts. But, how practical is chatbot adoption for your business? Let’s see.

5 Key Success Metrics for Chatbots

Different industries can utilize chatbots to serve different purposes. Accordingly, the parameters to measure ROI may vary. For instance, marketers may consider lead generation as a criterion while the sales department takes conversions from chatbots into account. But, of course, the decision to opt for chatbots depends on specific quantifiable measures — to solve specific customer support processes.

#1 NLP Maturity

It is the average maturity level of Natural Language Processing capability of bots, measured by the way bot interacts. Initiating conversations with customers is a key focus area among organizations these days. To achieve this, bots have to be well trained in industry-specific jargon.

For instance, if a retail customer has a question about a brand’s return policy, the bot should be able to meaningfully understand the user’s query and provide relevant information as it relates to that specific question, as opposed to an information dump or worse yet failing to understand the query itself. If a bot is unable to process the user input, it contributes to ‘miss-messages’. Such instances occur when the user inputs query in a regional or idiomatic language.

#2 Response Time

It is the average time taken for the chatbot to respond to customer queries, based on the total number of messages sent by a chatbot during an interaction. Typically this can average around 5-6 seconds. However, research indicates that users will leave a site if key elements take more than 3 seconds to load.

#3 Intent Prediction

It is the ability of the bot to anticipate what a customer wants in real-time. To achieve this, the bot must be paired with multiple sources of data and AI capable — in order to combine user behaviour, transactions, and profile details. Using this, the bot can determine intent based on both aggregated interactions for known and unknown users, and personalized data pulled from back-end systems.

#4 Retention Rate

It defines the number of users who willingly return to using the chatbot to address their issues. The retention rate varies according to industries. However, the clear formula for increasing user retention is to equip chatbots with the ability to understand user queries and empathically respond to them. This metric is directly correlated with the ability to personalize sales and/or customer service greetings, in 1:1 messaging.

#5 Goal Completion and Fall-back Rate

The number of times a chatbot can resolve the query, manage ticket, generates leads, or results in conversion determines its goal completion rate. However, like humans, bots, at times, might not be handle queries on their own. Such instances account for the fall-back rate of the bots.

Here’s an insightful read on why businesses should consider chatbots.

Successful Chatbot Adoption Across Businesses

Providing 24×7 support is not impossible for any organization. But, the labour cost associated is high, which makes chatbots a viable solution for instant customer support. IBM reports that globally businesses spend over $1.3 trillion/year to handle roughly 265 billion customer calls.

The following are examples of chatbots adoption for cost savings.

#Messenger Marketing Bot

ManyChat provides bot platform on Facebook Messenger for marketing, e-commerce, and support. DigitalMarketer incorporated ManyChat’s bot for messenger marketing and have reported very high returns on their ad spend (nearly 500% ROI).

#Insurance Chatbot

Religare has incorporated chatbot on its website and WhatsApp to handle customer queries. It has resulted in 10 times more customer interaction and 5 times more sales conversion.

Here are more insurance chatbot use cases.

#B2C Chatbot Offering Personalization

1-800-Flowers is using IBM Watson’s Gwyn smart virtual shopping assistant. It interacts with customers to understand their gift preferences and accordingly help them select a personalized gift for their loved ones. More than 70% of 1-800-Flowers customers are happily ordering through Gwyn bot.

Here’s a sample Chatbot ROI calculation from a financial perspective.

The Future of Chatbots

CNBC reports, currently businesses are saving $20 million per year globally through chatbot adoption. By 2022, chatbots can cut operational costs by more than $8 billion per year. Also, researchers predict that by 2025, bots will accomplish about 90% of the B2C interactions. Looking at the reduction in cost and ease of operation, investing in chatbots is worth it.

We specialize in building NLP and AI-powered chatbots for enterprises. Drop us a line at hello@mantralabsglobal.com to know more.

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.

Are Bots Worth a Shot?