🇲🇾 🎧 Customer serviceFrom a real public post
AIA Malaysia's talk bots make 350,000 premium-reminder contacts in 5 months
Within five months the bots attempted 350,000 customer engagements, nearly four times the 93,000 successful contacts made in all of 2022 (as reported in The Star).
Done withAI talk botsAI talk bots (Alexis and Aisya)
Reported outcome350,000 engagements in 5 monthsSource: News (sponsored feature)
1The problem
Policies were lapsing in the grace period because agents could not call every customer with a premium due.
2Agent setup
Two AI talk bots call customers whose policies are within the one-month grace period, including outside office hours, and record account details for follow-up.
3Result
Within five months the bots attempted 350,000 customer engagements, nearly four times the 93,000 successful contacts made in all of 2022 (as reported in The Star).
4Copy-paste prompt
Write a polite 45-second call script in BM and English reminding a customer their premium is due in the grace period, with answers for 'I already paid', 'call me later' and 'I want to cancel'.