Try : Insurtech, Application Development

AgriTech(1)

Augmented Reality(21)

Clean Tech(9)

Customer Journey(17)

Design(45)

Solar Industry(8)

User Experience(68)

Edtech(10)

Events(34)

HR Tech(3)

Interviews(10)

Life@mantra(11)

Logistics(6)

Manufacturing(3)

Strategy(18)

Testing(9)

Android(48)

Backend(32)

Dev Ops(11)

Enterprise Solution(33)

Technology Modernization(9)

Frontend(29)

iOS(43)

Javascript(15)

AI in Insurance(39)

Insurtech(67)

Product Innovation(59)

Solutions(22)

E-health(12)

HealthTech(24)

mHealth(5)

Telehealth Care(4)

Telemedicine(5)

Artificial Intelligence(153)

Bitcoin(8)

Blockchain(19)

Cognitive Computing(8)

Computer Vision(8)

Data Science(23)

FinTech(51)

Banking(7)

Intelligent Automation(27)

Machine Learning(48)

Natural Language Processing(14)

expand Menu Filters

AI is Changing the Face of Agent-Customer Interactions

4 minutes, 58 seconds read

Keeping up with the ever-changing behavior of consumers is hard for businesses of all sizes. Especially in times like these where technology is regularly evolving, people have high expectations for personalization, service, responsiveness, and delivery. 

To meet these expectations, companies are adopting the use of Artificial Intelligence along with human intelligence. Statistics revealed that IT spending of Insurance companies for AI has increased from 76 million in 2016 to 751 million in 2021 US Dollars. Which is indeed a big revolution. 

And why not, we are in an era where contact channels are expanding rapidly, and the amount of data created – both structured and unstructured are mountainous. Organizations are drowning in data, but starving for actionable insights. 

This adaptation has bridged the gap between businesses and customers that is more efficient and impactful than ever before, and interaction with a vast customer base has become a cakewalk.

Before digging into how AI is changing the way agents or businesses interact with customers, let’s first clear primary public concern. 

Debunking The Biggest Myth

“Successful Agent – Customer Interactions will have AI working with humans, not replacing them.”

While AI is a boon for businesses, some people consider it a negative change that may take over humans’ jobs. But the reality is that AI can help reduce the monotonous tasks and workload of multiple staff members and often do it faster and more accurately.

Read: 5 Reasons why Customer Service Chatbots are the Need of the Hour

Valar Afshar, chief digital evangelist at salesforce quoted “AI allows companies to deliver these smarter, more personalized and predictive experiences that customers have come to expect, but the human touch is still table stakes for customer success.” 

In other words, human interference isn’t and will never be over, and people will not be losing jobs to AI. However, the mode of operation will be modified, and humans will have to work hand-in-hand with artificial intelligence to achieve customer’s expectations. 

How AI Is Aiding Agent and Customer Interactions

Customers’ satisfaction is an integral factor. A brand is being judged on behalf of it. Therefore, it becomes extremely crucial to have an excellent service that connects your agents with customers smoothly. And AI-powered customer service is something that has the potential to do this.

Let’s roll down to some significant positive changes AI has made in the customer interaction processes:

  1. AI for Hyper-Personalization

Hyper-personalization leverages AI and real-time data to deliver content that is relevant to a customer in no time. It eliminates the traditional way of agents to think, waiting on hold for a phone call, or clicking through tons of pages to find the right info. 

Based on the historical data stored, AI serves a personalized experience and eliminates all the pain points in a customer journey. Hyper-personalization focuses on 3Rs- Right products, at the Right time through the Right channels. Therefore, a lot of insurance companies are adapting this to deliver the right products at the right time through the right channels.

  1. AI for Capturing Customer’s Intentions

“Predicting the future isn’t magic, it’s artificial intelligence.” – Dave Waters 

Artificial Intelligence helps insurance businesses in detecting the intent of the customers based on their behavior and gives actionable insights to the agents. It maps and analyzes the current customer journey to understand the touchpoints and experiences that customers have with your brand — from discovery, presales, sales, customer service, and beyond. 

AI uses billions of data points to systematically develop customer’s personas. Which help agents to:

  • Match customers to the packages they’re more likely to opt
  • Display the most relevant content and apt answer
  • Save time and make a hassle-free customer experience
  1. Enhanced and Errorless Lead Management

It’s a human tendency to make errors. Therefore, it is often possible for agents to fail to take follow-ups and keep regular contact with potential customers. 

However, if Artificial Intelligence backs your representatives, the case would be completely different. AI can aid representatives by sending out relevant messages to a lead via emails or text messenger in a timely cycle. Thus, the sales team can focus more on qualified leads that require full human interference, and the AI takes care of the rest. 

In simple words, Artificial Intelligence is improving the way we engage and nurture our leads, and make follow-up easy in a regular fashion.

  1. AI in Fraud Detection 

As per the studies, the insurance industry collects over $1 trillion per year and the cost of insurance fraud is estimated to be $40 billion every year. Therefore, it becomes extremely important for insurance companies to dodge frauds.

 With the help of AI, the insurance companies or agents can analyze historical data of genuine customers and identify a set of patterns. This pattern can be used to detect fraud at an early stage and prevent them before making a big loss. Moreover, the technology can also help you in deep dive into a sea of data and unlock hidden insights.

  1. Claims Management with AI

AI empowers agents to streamline the end-to-end process for claim management. With the minimal management of humans, AI can efficiently manage all the processes from data capture, settlement creation, authorization and approval, payment tracking, salvage and recovery tracking, legal matter processing to communication management

Moreover, the AI-based bots can review the claim, verify policy details, check for fraud, and process payments, making the claims process faster and efficient. 

The Final Brew 

So far, we have seen many ways in which AI and automation can influence agents and businesses to keep the graph growing. One major thing to keep in mind is that Artificial Intelligence is not here to replace humans but to work along with them and make things more productive. 

AI is smart enough to compile and find information quickly but struggles to replace real human relationships. Therefore, It’ll create more opportunities for us to do and manage things in a better way.

Like any other leading business and the giants like Google, Uber, and Amazon, you should also embrace Artificial Intelligence to please your customers and workforce. The more efficiently you connect and help customers, the more they’ll do business with you, and the churn rate will be reduced.

Cancel

Knowledge thats worth delivered in your inbox

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.

Cancel

Knowledge thats worth delivered in your inbox

Loading More Posts ...
Go Top
ml floating chatbot