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Conversational Intelligence: The Next Big Thing In Customer Experience

2 minutes 30 seconds read

Conversational AI is the technology that makes human-computer conversations emotionally intelligent, and less scripted. It allows AI-led chatbots to interact with people in a human-like manner, thereby keeping this human-computer interaction as natural as possible, yet high on its emotional quotient.

Conversational AI is trained to comprehend and engage in contextual dialogue using Natural Language Processing (NLP) and additional AI algorithms.

Conversational AI is one among a few other new-age technologies that continue to emerge on the scene including augmented intelligence, edge AI, data labeling, and explainable AI.

How Conversational AI helps with better CX? 

Conversational AI uses a combination of natural language processing (NLP), machine learning (ML), speech recognition, natural language understanding (NLU), among other language technologies to process and contextualize voice or text messages and accordingly respond with the most suitable answer. 

Through NLP, the computer can ascertain the intents and entities of the customer on the other end, while identifying statistically significant patterns that it has been trained on. This enables it to learn your business needs and get smarter with time, thus helping a more evolved customer experience. 

Why is it important to invest in Conversational AI?

Gartner had predicted that, by the year 2020, customers would manage 85% of their interactions with businesses without interacting with a human. It’s predicted that in the upcoming decade, basic automation and apps will be replaced with advanced AI technologies with an objective to improve the overall customer experience metric by proactively gauging the customer’s needs and intent and engaging on an emotional level. 

An increased amount of AR and VR innovations across industries are set to be the norm by 2025 as part of an expected customer experience offering. 

“The greatest advantage of having a conversational AI solution is the instant response rate. Answering inquiries within an hour means 7X greater probability of converting over a lead. Clients are bound to discuss a negative encounter than a positive one,” reports AnalyticsInsight.net. 

Image Courtesy: www.kore.ai

Conversational AI in Insurance 

Conversational AI is an ideal addition for service, healthcare, insurance organizations to name a few, as it helps with helping support agents streamline their work, take after-call notes in the CRM system, or complete the missing details that will help by building a seamless customer service system. The technology also helps predict or react to changing call patterns and/or any real-time guidance the agent might require. 

Additionally, customers can first engage in self-service aided by conversational intelligence to save time, improve efficiency and get the desired results sooner. While rebranding Care Health Insurance’s (erstwhile Religare) website and app, Mantra Labs deployed Hitee, their AR-based virtual support that helped with the first-level solution for the customer and in turn, led to higher New Business Conversions by a factor of 10X and an overall drop in customer queries over voice support by 20%.  

2021 Customer Support Trends Report says that inferior customer experience costs companies at least $62 billion annually. 56% of support leaders shared that their current chatbot implementations don’t carry intelligent tools in this report, and customers are increasingly demanding convenience from businesses they interact with. 

Intelligent chatbots make apps simple, and more human to use. Their USP is to create device-agnostic experiences across channels, thus becoming a key factor in driving intelligent customer experiences. 

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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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