67% of consumers worldwide used a chatbot for customer support in the past year, a report from Invesp in 2023 suggests. Conversational AI and Enhanced Customer Experience have become almost synonymous and complementary to each other. By bringing round-the-clock service, personalized support, and instant resolution to the table, Conversational AI has redefined the consumer industry landscape.

Emergence of Conversational AI

Conversational AI is a sophisticated technology that facilitates human-like interaction through machines. This realm of AI includes but isn’t limited to:

Chatbots
Voice assistants
AI-powered messaging applications

Conversational AI has wide range of applications across consumer industries

Working Mechanism

Relying on Machine Learning, Natural Language Processing (NLP), and complex AI algorithms, these technologies accurately interpret human language, understand the context, and deliver fitting responses.

Conversational AI: A Customer Experience Game-Changer

Impact on Customer Experience

Embedding Conversational AI and Enhanced Customer Experience can lead to a 25% elevation in operational efficiency by 2025 (Gartner). This technological leap allows businesses to cater to the evolving expectations of customers who prefer immediate and personalized service.

Case Study: ICICI Bank’s Leap Towards AI

Taking a step towards AI, ICICI Bank, India, launched a voice-based AI assistant to help customers with banking transactions and services. The AI assistant significantly reduced service delivery time and eased the burden of customer service representatives. It impressively handled over 7.2 million queries in its first year, demonstrating AI’s potential in managing large-scale customer interactions.

Conversational AI: Setting New Standards in Customer Service

Case Study: Myntra’s FashionGPT

Fashion e-commerce giant, Myntra, entered the Conversational AI space with the innovative MyFashionGPT. Designed to answer fashion-related queries, it created a personalized shopping experience for customers.

Case Study: Mantra Lab’s Hitee Chatbot

Tech innovation firm Mantra Labs transformed customer service in the healthcare sector with their Hitee Chatbot. Designed to answer queries related to insurance claims, appointments, and healthcare services, Hitee has significantly improved service delivery time and customer satisfaction. The chatbot helped the company reduce their response time by 60%, highlighting the efficiency that Conversational AI can bring to customer service.

Personalization: The Key to Enhanced Customer Experience

Emphasizing Individuality with AI

Conversational AI is not just about addressing customer queries, it’s about understanding each customer’s unique needs. By using machine learning algorithms and large datasets, AI can tailor responses based on customer’s previous interactions, ensuring a truly personalized experience.

Case Study: Spotify’s AI Recommendation System

Take Spotify for instance. While it’s not a conventional chatbot, it leverages the power of Conversational AI to understand user preferences and recommend music. As a result, it creates a unique, individualized experience for its millions of users.

Conversational AI: Beyond Customer Service

Expansion to Other Sectors

While Conversational AI has largely been utilized in customer service, it’s potential goes beyond. Industries from healthcare to finance are harnessing the power of AI to streamline operations and improve user experience.

Case Study: Ada Health’s AI-Powered Symptom Checker

Ada Health, a global health company, has developed an AI-powered symptom checker that interacts with users to understand their health issues and provide possible diagnoses. It serves as a primary example of how Conversational AI can enhance user experience beyond traditional customer service.

Addressing Challenges and Ethical Considerations

Privacy and Security

As AI becomes more integrated into our lives, concerns around privacy and security grow. Businesses leveraging Conversational AI must ensure robust security measures to protect sensitive customer information.

Building Trust

For AI to be successful, businesses must also build trust with customers. Transparency around data usage can help build this trust and ensure customers feel comfortable interacting with AI.

Investment Trends and Future Potential

Companies across the globe are ramping up their investments in Conversational AI to stay ahead of the curve. Global spending on Conversational AI is projected to reach $5.5 billion by 2024, a staggering growth from $3 billion in 2019 (MarketWatch).

Mantra Labs, a frontrunner in this area, is investing heavily in Conversational AI to develop innovative solutions that enhance customer experiences. Their work is reflective of a larger global trend as more companies recognize the potential of Conversational AI and Enhanced Customer Experience.

Looking ahead, the consumer industry can anticipate a future dominated by more sophisticated AI tools that can understand complex queries, comprehend different languages, and offer even more personalized solutions. Conversational AI is not merely a fleeting trend but a fundamental shift in how businesses connect with their customers. The future of customer experience is here, and it’s automated, instant, and intelligent.

Conclusion

With its potential to deliver personalized, efficient, and round-the-clock customer service, Conversational AI is truly revolutionizing the consumer industry. However, as with any technology, businesses must be aware of and address potential challenges, particularly around privacy and trust. The future of Conversational AI in customer experience is bright, and it’s just the beginning of what’s to come.

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.

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How Conversational AI is Enhancing Customer Experience in Consumer Industry