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HDFC Life launches artificial intelligence-based ‘SPOK’ to enhance customer experience

HDFC Life launches artificial intelligence-based ‘SPOK’ to enhance customer experience
Last Updated: Jun 01, 2017 | 320 Views

Customers have a plethora of questions when it comes to insurance, and seek an instant response. In order to serve this need, HDFC Life, one of India’s leading private life insurance companies, launched a chatbot that can automatically read, understand, categorise, prioritise and respond to customer emails.

Artificial intelligence-based platform 'SPOK', can read customer queries within milliseconds and address them. It mimics human cognitive abilities in reading, comprehending, interpreting, and conversing. This automation initiative will enable the company to respond to user queries faster, more efficiently and consistently, HDFC Life said in a release here.

For behind-the-scenes development of SPOK, HDFC Life has tied up with Senseforth, a humanlike conversation platform powered by artificial intelligence that offers a wide range of enterprise bots.

HDFC Life Senior EVP Subrat Mohanty said, "SPOK will help us increase our operational efficiency and we are excited to see how these interactions with our customers provide us inputs to enrich their future experience with us".

The insurance company expects SPOK to improve customer experience, while providing its support staff with the bandwidth to focus on customer satisfaction and delight.

"We are excited to partner with HDFC Life in this journey to transform their customer interactions using cutting edge AI technologies. The email bot is built on cutting-edge Artificial Intelligence and Natural Language Processing technologies," Senseforth CEO and Co-founder Shridhar Marri said.

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