The Rise Of AI

From resolving customer queries faster to improving learning outcomes in institutions to designing watches, AI solutions are increasingly being used across a large number of sectors in India. Express Computer presents the views and perspectives of leading CXOs as they share how their organizations are leveraging the full potential of AI

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AI is used across the entire customer value chain in HDFC Life

HDFC LIFE, ONE of India’s leading private life insurance companies, has been at the forefront when it comes to technology-based innovations. HDFC Life uses AI across various processes and believes that AI provides strategic competitive advantage to the company. Parvez Mulla, COO, HDFC Life, shares his perspective on the critical role of AI for HDFC Life

By Srikanth RP

What are some of the key processes in which you are using AI?

AI is used across the entire customer value chain in HDFC Life – right from the lead generation stage, where we use computer vision to create a selfie quote to the claims processing stage, where we use machine learning techniques to predict early claims.

We have looked at AI in five categories – Vision AI, Speech AI, Text AI, Machine Learning and cognitive bots.

With computer vision (Vision AI), we have built applications like Face Sense which compares the images of customer visiting our branches for payouts with their KYC submitted at the time of policy issuance. This helps to determine whether they are the same customer, thereby reducing the risk. Age-timer uses generative adversarial networks to help customers visualise how they would look when they age. This nudges them to save for their retirement.

We also have built an inhouse chat bot Etty, which is deployed on WhatsApp and provides 24/7 service to customers. Sentilyzer uses text mining to read customer e-mails and identify the ones who are unlikely to renew their policies.

Our work on Speech AI has enabled us to automate simple renewal calls through our speech bot sVar. We are also able to automate the analysis of calls through Emolyser thereby identifying the ones which result in unsatisfied customers. These calls are further analysed for more details.