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The Adoption of Chatbots across Insurance

The global chatbot market is expected to reach USD$ 1.25B by 2025, and generate roughly $8B savings globally by 2022 itself. With chatbots disrupting a wide variety of industries already, the technology is becoming more popular in a variety of business use cases – especially within the insurance sector.

Chatbots are becoming more advanced

Chatbots are a natural extension of the push for self-service capabilities. Yet in spite of its growing popularity, according to a recent white paper published by Cognizant Research, almost 60% of insurers surveyed worldwide are yet to implement a chatbot. According to Cognizant’s research (validated with our own internal findings), bot capability is derived from the maturity of the bot; either basic, moderate or advanced.

What makes chatbots effective

Based on this spectrum, ‘basic’ implies that a bot is mostly rules-based and can follow only simple instructions often deferring to a human, whereas those bots that are closest to a true human-like conversation, are classified as ‘advanced’ in terms of their capability. The maturity level of the bot is determined by their performance and their ability to Communicate, Comprehend and Collaborate with the user, providing utility across the value chain. These three C’s are key factors in distinguishing an effective bot from an unsatisfactory one.

Of insurers that have utilized chatbots in their operations, a majority 68% utilise only a basic form of the technology. While insurers have already benefited by saving costs and reducing customer servicing time using them, there is still significant opportunity for the uptake of more capable, reliable and intelligent bots to be deployed across the insurance value chain.

Europe has the highest volume of basic maturity chat bots among insurers at 60%. Asia along with MEA promises the most potential in terms of size and CAGR to adopt chat bot technologies over the next five years. North America is still the largest consumer of ‘advanced’ bots in insurance compared to all other regions.

Chatbots – leading CONSUMER AI APP for the next 5 years

Limitations to overcome

Insurers need to focus on these limitations faced by chatbots to realize their business imperative.

  • Need of human-centric interface: Most of the time, interactions with chatbot are still robotic, providing the end-user with a frustrating non-human centric experience.
  • Inability to contextualize conversations: Bots are programmed to follow a specific sequence or an algorithm, causing an inability to understand the nuances of human language – that results in an unfulfilling and an inauthentic experience.
  • Scalability issues: Developers need to anticipate and program the bot according to the exponential rise in the amount of traffic that the bot might handle.
  • Privacy and data protection: Data is both an asset and a liability. Since customers often give away personal data while conversing with a chatbot, insurers need to prioritise their privacy and data protection regulations for that region.

Opportunity Landscape for AI-enabled Chatbots

Chatbots can be leveraged for both simple and complex insurance processes in order to create definitive business value. Distinct successes have been noted in areas of:

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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Insurtechs will lead the pack

Among other reasons for the large-scale implementation of chatbots, is that insurtechs predominantly target the tech-savvy millennial and Gen Z population who are more open to change and disruptive innovation. Positive customer experiences are directly proportional to twice the referrals, thereby expanding business scope by breaking traditional customer-interaction limitations.

Reimagining Insurance with Chatbots

The insurance industry has reached a revolutionary crossroad that mandates insurers become digitally agile. Over the next few years, chatbots are set to bring about a massive change to the industry and Insurtechs are leading the way in bringing AI-powered chatbots to the insured customer.

  • Lemonade: The NY-based insurtech relies on its app-based chatbots, backed by AI, that can craft personalized insurance policies & quotes for customers, and respond swiftly to a variety of customer queries and process claims.
  • Next Insurance: The insurance provider launched a chatbot via Facebook Messenger through which small businesses can obtain quotes and buy insurance.
  • Trōv: The company has integrated a chatbot into its mobile app that handles customer queries and claims by seamlessly gathering incident related information from the customer.
  • LeO: The insurer recently launched a chatbot which helps schedule calls and meetings, collect leads and answer customer questions automatically – allowing agents to focus on other tasks.
  • Religare: It’s one of the top health insurers in India and a part of major financial service conglomerate. The company has integrated an AI empowered insurance chatbot, that focuses on learning from actual human interactions over a question-answer driven format to build a more intuitive chat based sales funnel.

There is a direct relation between the positive Customer Experience provided by the chatbots and the hike in the revenues. Almost one-third of the insurance business is expected to be generated via digital channels in the next 5 years. The companies that leverage AI-driven customer data for chatbots shall flourish far into the future.

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Empowering Frontline Healthcare Sales Teams with Mobile-First Tools

In healthcare, field sales is more than just hitting quotas—it’s about navigating a complex stakeholder ecosystem that spans hospitals, clinics, diagnostics labs, and pharmacies. Reps are expected to juggle compliance, education, and relationship-building—all on the move.

But, traditional systems can’t keep up. 

Only 28% of a rep’s time is spent selling; the rest is lost to administrative tasks, CRM updates, and fragmented workflows.

Salesforce, State of Sales 2024

This is where mobile-first sales apps in healthcare are changing the game—empowering sales teams to work smarter, faster, and more compliantly.

The Real Challenges in Traditional Field Sales

Despite their scale, many healthcare sales teams still rely on outdated tools that drag down performance:

  • Paper-based reporting: Slows down data consolidation and misses real-time insights
  • Siloed CRMs: Fragmented systems lead to broken workflows

According to a study by HubSpot, 32% of reps spend at least an hour per day just entering data into CRMs.

  • Managing Visits: Visits require planning, which may involve a lot of stress since doctors have a busy schedule, making it difficult for sales reps to meet them.
  • Inconsistent feedback loops: Managers struggle to coach and support reps effectively
  • Compliance gaps: Manual processes are audit-heavy and unreliable

These issues don’t just affect productivity—they erode trust, delay decisions, and increase revenue leakage.

What a Mobile-First Sales App in Healthcare Should Deliver

According to Deloitte’s 2025 Global Healthcare Executive Outlook, organizations are prioritizing digital tools to reduce burnout, drive efficiency, and enable real-time collaboration. A mobile-first sales app in healthcare is a critical part of this shift—especially for hybrid field teams dealing with fragmented systems and growing compliance demands.

Core Features of a Mobile-First Sales App in Healthcare

1. Smart Visit Planning & Route Optimization

Field reps can plan high-impact visits, reduce travel time, and log interactions efficiently. Geo-tagged entries ensure field activity transparency.

2. In-App KYC & E-Detailing

According to Viseven, over 60% of HCPs prefer on-demand digital content over live rep interactions, and self-detailing can increase engagement up to 3x compared to traditional methods.
By enabling self-detailing within the mobile app, reps can deliver compliance-approved content, enable interactive, personalized detailing during or after HCP visits, and give HCPs control over when and how they engage.

3. Real-Time Escalation & Commission Tracking

Track escalation tickets and incentive eligibility on the go, reducing back-and-forth and improving rep satisfaction.

4. Centralized Knowledge Hub

Push product updates, training videos, and compliance checklists—directly to reps’ devices. Maintain alignment across distributed teams. 

5. Live Dashboards for Performance Tracking

Sales leaders can view territory-wise performance, rep productivity, and engagement trends instantly, enabling proactive decision-making.

Case in Point: Digitizing Sales for a Leading Pharma Firm

Mantra Labs partnered with a top Indian pharma firm to streamline pharmacy workflows inside their ecosystem. 

The Challenge:

  • Pharmacists were struggling with operational inefficiencies that directly impacted patient care and satisfaction. 
  • Delays in prescription fulfillment were becoming increasingly common due to a lack of real-time inventory visibility and manual processing bottlenecks. 
  • Critical stock-out alerts were either missed or delayed, leading to unavailability of essential medicines when needed. 
  • Additionally, communication gaps between pharmacists and prescribing doctors led to frequent clarifications, rework, and slow turnaround times—affecting both speed and accuracy in dispensing medication. 

These challenges not only disrupted the pharmacy workflow but also created a ripple effect across the wider care delivery ecosystem.

Our Solution:

We designed a custom digital pharmacy module with:

  • Inventory Management: Centralized tracking of sales, purchases, returns, and expiry alerts
  • Revenue Snapshot: Real-time tracking of dues, payments, and cash flow
  • ShortBook Dashboard: Stock views by medicine, distributor, and manufacturer
  • Smart Reporting: Instant downloadable reports for accounts, stock, and sales

Business Impact:

  • 2x faster prescription fulfillment, reducing wait times and improving patient experience
  • 27% reduction in stock-out incidents through real-time alerts and inventory visibility
  • 81% reduction in manual errors, thanks to automation and real-time dashboards
  • Streamlined doctor-pharmacy coordination, leading to fewer clarifications and faster dispensing

Integration Is Key

A mobile-first sales app in healthcare is as strong as the ecosystem it fits into. Mantra Labs ensures seamless integration with:

  • CRM systems for lead and pipeline tracking
  • HRMS for leave, attendance, and performance sync
  • LMS to deliver ongoing training
  • Product Catalogs to support detailing and onboarding

Ready to Empower Your Sales Teams?

From lead capture to conversion, Mantra Labs helps you automate, streamline, and accelerate every step of the sales journey. 

Whether you’re managing field agents, handling complex product configurations, or tracking customer interactions — we bring the tech & domain expertise to cut manual effort and boost productivity.

Let’s simplify your sales workflows. Book a quick call.

Further Reading: How Smarter Sales Apps Are Reinventing the Frontlines of Insurance Distribution

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