Kotak Life partners with Haptik to create a Virtual Assistant, named Kaya.
Kotak Mahindra Life Insurance Company (Kotak Life) has taken a significant step forward in its digitalization journey with the launch of KAYA, an AI-driven conversational assistant. Developed in collaboration with Haptik, KAYA is designed to revolutionize the customer support function, offering simplicity, speed, and consistency to Kotak Life's customers.
KAYA is equipped with an advanced agent chat solution, enabling seamless transfer of complex queries to Kotak Life's customer support teams. This innovative voice assistant is capable of resolving a large number of queries, reducing human dependence and call waiting time by as much as four times.
"KAYA's impact in resolving queries and offering a consistent experience is immediate," said Kartik Poddar, Business Head of Haptik. He further added that Conversational Artificial Intelligence (AI) is transforming the customer support function.
Users can start conversations with KAYA on Kotak Life's website, where it offers a comprehensive understanding of complex processes. KAYA ensures that queries do not go unattended and is equipped to handle a wide range of inquiries, from premium payments and policy renewals to policy statements, information, and bonus/fund value.
KAYA's self-learning architecture allows it to connect to various sections of the support team for a smooth customer experience. This continuous evolution makes KAYA the epicenter of customer engagement at Kotak Life.
According to Kirti Patil, Chief Technology Officer of Kotak Mahindra Life Insurance Co. Ltd., KAYA is a significant milestone in Kotak Life's digitalization journey. "The design of KAYA has focused on providing simplicity for customers, and several processes were re-imagined and re-designed to achieve this goal," Patil stated.
KAYA operates 24X7, providing instant solutions to consumers around the clock. This round-the-clock availability, coupled with its ability to reduce wait times, is set to redefine the customer service experience at Kotak Life.
In conclusion, the introduction of KAYA marks a significant leap in Kotak Life's commitment to customer service excellence. By reducing human dependence, streamlining processes, and offering instant solutions, KAYA is poised to become an integral part of Kotak Life's customer service department.
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