On the 19th of September, India saw the tech giant go all ‘desi’ at the Google for India event 2019. Initiated in the year 2015 the event has ever since introduced features that cater to the Indian masses. From bringing support for various Indic languages onto a number of platforms such as Search, Lens and Bolo; to announcing a new artificial intelligence (AI) based lab in India. Google for India event 2019, saw the company announcing new products and initiatives that are designed specifically for the Indian users.

In addition to this, Google also introduced products and initiatives – such as the Digital Payment Abhiyan and the Vodafone-Idea Phone Line. This would eventually connect more people, especially the ones who are not adept at using technology and live in remote areas that lack internet connectivity.

At #GoogleForIndia today, we announced Google Research India – a new AI research team in Bangalore that will focus on advancing computer science & applying AI research to solve big problems in healthcare, agriculture, education, and more. #GoogleAI https://t.co/hNlwhhxhVx
— Sundar Pichai (@sundarpichai) September 19, 2019

In this blog, let’s have a brush up on all the updates that Google had announced at it’s Google for India event.

7 key takeaways of Google for India event

Google Research India

At the fifth edition of its annual Google for India event, Google announced that it is setting up a research lab focused on artificial intelligence (AI) and its applications in India. Google’s Bengaluru based AI lab, led by Dr Manish Gupta, will focus on two things. Firstly, on the advancement of Computer Science research in India, where it will focus on Machine Learning, Computer Vision, Languages, Speech, Systems, and other related areas. Secondly, it will focus on applying this research to tackle big problems in areas relating to healthcare, agriculture, and education.

Google Pay goes big

Google announced a new Jobs platform that focuses on entry-level jobs that are not easily discoverable online and are often filled via offline channels and backroom hiring centres. It uses Google’s machine learning-based matching algorithm to recommend the best job; scheduling the interview and communicating with their potential employer. As an added bonus, it also has a free CV builder tool.

Introducing the new Jobs Spot on Google Pay, which helps people find entry-level jobs in fast-growing industries like retail, hospitality and on-demand businesses. #GoogleForIndia pic.twitter.com/Ir1LbOkxMy
— Google Pay India (@GooglePayIndia) September 19, 2019

Google India also launched a special version of Google Pay, Google Pay Business, for merchants. It would enable hassle-free digital payments for small merchants and storefronts.

Language decoupling & Interpreter mode in Google Assistant

Now Google Assistant supports a total of nine Indian languages. Being available on all Android, Android Go and KaiOs devices, users will now be able to use a local language simply by saying – “Hey Google, talk to me in Hindi”

Google assistant in google for india key takeaways

Google Assistant will now be able to act as a real-time interpreter between two people who don’t speak the same language. To launch the interpreter mode, all users need to say is – “OK Google, help me speak in Hindi“. This feature will be available on Android and Android Go phones in India in the coming months.

Free public Wi-Fi

“With Google’s ongoing commitment to improving access beyond train stations to villages across India, we have partnered with BSNL to bring fast, reliable and secure public WiFi to villages in Gujarat, Bihar and Maharashtra,” Caesar Sen Gupta, Vice-President, Next Billion Users Initiative and Payments said at the Google for India event while making the announcement.

Taking its Google Station program a step further; Google today announced a partnership with BSNL as a part of which it would provide high-speed public WiFi to villages in Gujarat, Bihar and Maharashtra that are yet to get Wi-Fi connectivity.

Vodafone-Idea Phone Line

Google is partnering with Vodafone-Idea to bring Google Assistant to people in areas with poor internet connectivity. Vodafone users who are still using 2G networks can now call a toll-free number – 000-800-9191-000 – to ask their queries to Google; which would then answer them actively.

Discover gets 7 new languages

Google introduced support for seven different Indian languages in the Discover section of its Google app. This includes — Tamil, Telugu, Bengali, Gujarati, Marathi, Kannada, Malayalam. Support for Oriya, Urdu, Punjabi will be made available in the coming months.

Lens gets smarter and better

Users will be able to translate a road sign or a poster or a menu by taking a photo. They can tap on the translate button and select their prefered language. Using Google Lens users can now tap on a word and launch Search directly to look for the details.

Google Lens users can now tap on a word and launch Search directly to look for the details.

How do you think Google’s new direction would affect the users?
Let us know by commenting, or drop us a Hi at hello@mantralabsglobal.com

Stay tuned for more such industrial event snapshots.

NPS in Insurance Claims: What Insurance Leaders Are Doing Differently

By : Divyanjali Gupta

Published on Jul 24, 2025

Customer Experience CX Insurance NPI In Insurance

Claims are the moment of truth. Are you turning them into moments of loyalty?

In insurance, your app interface might win you downloads. Your pricing might drive conversions.
But it’s the claims experience that decides whether a customer stays—or leaves for good.

According to a survey by NPS Prism, promoters are 2.3 times more likely to renew their insurance policies than passives or detractors—highlighting the strong link between customer advocacy and retention.

NPS in insurance industry is a strong predictor of customer retention. Many insurers are now prioritizing NPS to improve their claims experience.

So, what are today’s high-NPS insurers doing differently? Spoiler: it’s not just about faster payouts.

We’ve worked with claims teams that had best-in-class automation—but still had low NPS. Why? Because the process felt like a black box.
Customers didn’t know where their claim stood. They weren’t sure what to do next. And when money was at stake, silence created anxiety and dissatisfaction.

Great customer experience (CX) in claims isn’t just about speed—it’s about giving customers a sense of control through clear communication and clarity.

The Traditional Claims Journey

Forms → Uploads → Phone calls → Waiting
No real-time updates
No guidance after claim initiation
Paper documents and email ping-pong

The result? Frustrated customers and overwhelmed call centers.

The CX Gap: It’s Not Just Speed—It’s Transparency

Customers don’t always expect instant decisions. What they want:

To know what’s happening with their claim
To understand what’s expected of them
To feel heard and supported during the process

How NPS Leaders Are Winning Loyalty with CX-Driven Claims and High NPS

1. Real-Time Status Updates

Transparency to the customer via mobile app, email, or WhatsApp—keeping them in the loop with clear milestones.

2. Proactive Nudges

Auto-reminders, such as “upload your medical bill” or “submit police report,” help close matters much faster and avoid back-and-forth.

3. AI-Powered Document Uploads

Single-click scans with OCR + AI pull data instantly—no typing, no errors.

4. In-the-Moment Feedback Loops

Simple post-resolution surveys collect sentiment and alert on issues in real time.

For e.g., Lemonade uses emotional AI to detect customer sentiment during the claims process, enabling empathetic responses that boost satisfaction and trust.

Smart Nudges from Real-Time Journey Tracking

For a leading insurance firm, we mapped the entire in-app user journey—from buying or renewing a policy to initiating a claim or checking discounts. This helped identify exactly where users dropped off. Based on real-time activity, we triggered personalized notifications and offers—driving better engagement and claim completion rates.

Tech Enablement

Claims Orchestration Layer: Incorporates legacy systems, third-party tools, and front-end apps for a unified experience.

AI & ML Models: For document validation, fraud detection, and claim routing, sentiment analysis is used. Businesses utilizing emotional AI report a 25% increase in customer satisfaction and a 30% decrease in complaints, resulting in more personalized and empathetic interactions.

Self-Service Portals: Customers can check their status, update documents, and track payouts—all without making a phone call.

Business Impact

What do insurers gain from investing in CX?

A faster claim is good. But a fair, clear, and human one wins loyalty.

And companies that consistently track and act on CX metrics are better positioned to retain customers and build long-term loyalty.

At Mantra Labs, we help insurers build end-to-end, tech-enabled claims journeys that delight customers and drive operational efficiency.
From intelligent document processing to AI-led nudges, we design for empathy at scale.

Want a faster and more transparent claims experience?

Let’s design it together.
Talk to our insurance transformation team today.

Loading More Posts

Google for India- Key Takeaways