INSURANCE · POLICY SERVICING

One AI Brain. Every Channel. Every Policyholder.

Voice, chat, WhatsApp, email, mobile app. Same intelligence, same context, same customer. 24/7. Multilingual. Compliant.

Omnichannel Servicing47 ACTIVE

Voice

Chat

Mobile App

How can I help today?

When is my next premium due?

Policy 4738-B: ₹12,400 due Nov 15. Want a reminder?

1m 52s · Resolved · 99.5% resolved without escalation

24/7

Every channel always available

51%

Emails handled by AI in under 60 sec

50+

Languages supported

60-80%

Collections manual effort reduction

Deployed at India's largest insurer

50+ languages, dialect-switching supported

IRDAI-compliant response templates

Real-time policy data integration

AI AGENT WORKFORCE

One AI Brain Across Every Channel.

Four specialised channel agents powered by a single intelligence layer. Policyholders get the same answer on WhatsApp as on voice.

Voice AI

22+ LANGUAGES

Natural voice conversations for policy queries, premium status, and service requests. Natively multilingual across 22+ Indian languages with built-in dialect awareness.

Handles policy queries, premium status, and service requests over inbound voice calls
Natively multilingual across 22+ Indian languages — no configuration switching needed
Dialect awareness built in — customers speak naturally without adapting accent or register
Real-time policy admin lookup — balance, coverage details, and renewal dates retrieved instantly

Chat & WhatsApp AI

CROSS-CHANNEL

Consistent intelligence across website chat, mobile app, and WhatsApp. Full policy context loaded on every conversation. Knows when to answer, when to upsell, when to escalate.

Consistent policyholder experience across website chat, mobile app, and WhatsApp
Full policy context loaded — sum assured, coverage active, and renewal dates available instantly
Knows when to answer directly, when to offer a cross-sell, and when to route to a human
Customer context carried forward across channels — no re-explaining required on any handoff

Email AI

DIFFERENTIATOR

Reads, classifies, and responds to inbound policy emails in under 60 seconds. Handles renewals, status queries, and complaints. Complex cases drafted for human review.

Reads, classifies, and responds to inbound policy service emails in under 60 seconds
Handles renewal queries, coverage questions, claim status requests, and policyholder complaints
Complex or sensitive queries drafted for review and routed to human agents with full context
Works with Outlook, Microsoft 365, Gmail, and any IMAP-compatible email system

Collections & Renewal Voice AI

OUTBOUND

AI makes outbound calls for premium collection and renewal reminders. Empathetic, IRDAI-compliant scripts. Every promise-to-pay logged in your policy system automatically.

Makes outbound voice calls for premium collection and policy renewal reminders
Empathetic conversation scripts configurable to IRDAI fair practice guidelines
Every promise-to-pay and lapse resolution logged in your policy admin system automatically
Follow-up scheduling and reminder sequencing handled without any agent involvement

CAPABILITIES CATALOG

Five Modules. One Intelligent Brain.

Click each module to explore what it connects to and what it can do for your team.

OMNICHANNEL RESOLUTION

One AI. Every Channel.

Voice, WhatsApp, email, chat, and mobile app — the same AI brain resolves queries across all five with full context and zero hand-off friction.

SUPPORTED

VoiceWhatsAppEmailChatMobile App

Avg resolution time

1m 52s

First-contact resolve

99.5%

PROVEN IMPACT

Numbers From Live Deployments.

Measured outcomes across insurers who have deployed Fluid AI Policy Servicing in production — not benchmarks, not pilots.

1m 52s

Average resolution time

vs. 12+ min call centre avg

72%

Queries resolved without human

Self-service across all 5 channels

65%

Drop in inbound call volume

Within 90 days of deployment

31 pts

NPS improvement

Across deployed insurer portfolios

One Brain Across All Channels

Voice, WhatsApp, email, chat, and mobile app — all served by the same intelligence layer. Customer context carries over between channels with zero re-explanation required.

Policy Queries Resolved Instantly

Premium due dates, sum assured, claim status, nominee updates — all answered in under two minutes from the policyholder's first message, any time of day.

22+ Languages. Zero Extra Staff.

Policyholders served in their preferred language across every channel. No translation delays, no bilingual-only queues, no regional staffing overhead.

ARCHITECTURE

Five Channels. One Brain. Zero Silos.

ALL 5 CHANNELS

Voice · WhatsApp · Email · Chat · Mobile App

FLUID AI CORE

Single intelligence layer for all channels · Unified customer context

DOWNSTREAM SYSTEMS

Policy Admin · CRM · Payment Gateway

CUSTOMER EXPERIENCE

What the Policyholder Actually Experiences.

1 minute 52 seconds from first message to resolved. No hold time. No re-explanation. Same intelligence across every channel — WhatsApp, voice, chat, email, and mobile app.

No Re-Explanation, Ever

Context from previous conversations — on any channel — is remembered automatically. The customer never starts over.

22+ Languages, Zero Extra Headcount

Policyholders answered in their language of choice across every channel, 24/7, with no extra staffing.

Resolved and Logged in Under 2 Minutes

Premium due dates, sum assured, claim status, nominee updates — resolved instantly and logged in the CRM automatically.

Policy Support

Online · Instant response

FLUID AI

Hi! How can I help you today?

When is my next premium due?

Policy 4738-B: ₹12,400 due Nov 15. Want a reminder?

Yes please. What's my sum assured?

Sum assured ₹50 Lakhs. Coverage active. All good!

✓ 1m 52s · Resolved · Logged in CRM

Type a message…

Live simulation · Replays every 6.5 seconds

THE DIFFERENCE

12 Minutes on Hold vs. 1 Minute 52 Seconds Resolved.

THE CALL CENTRE TODAY

Wait time12 minutes on hold

Same questionAsked again every channel

Agent transfersCustomer re-explains 3 times

ResolutionSometimes never logged

Availability9am to 6pm, weekdays only

WITH FLUID AI

Wait time1m 52s average

Same questionZero repetition, cross-channel context

TransfersNever. One brain handles all

ResolutionLogged instantly, audit trail always on

Availability24/7, every day, every language

DEPLOYMENT TIMELINE

Channel by Channel. All Five Unified by Month 3.

Phase 1

Voice AI Live

24/7 voice service across 22+ languages

Phase 2

WhatsApp AI Live

Same intelligence on WhatsApp

Phase 3

Email AI Live

51% of emails handled under 60 seconds

Phase 4

Collections Voice Live

Outbound collections and renewals automated

Phase 5

All 5 Channels Unified

One AI brain, zero customer repetition

GET STARTED

Same Brain. Every Channel. Zero Repetition.

Deploy policy servicing AI across voice, chat, WhatsApp, email, and app.

FAQ

Frequently Asked Questions.

Yes. Voice AI is natively multilingual across 22+ Indian languages including Hindi, Tamil, Telugu, Marathi, Kannada, Bengali, Gujarati, Odia, Punjabi, and others. The same voice model handles all languages without switching configurations. Dialect awareness is built in, so customers do not need to adapt to a standard accent or register.

Yes. Fluid AI's language model tracks dialect and language shifts within a single conversation. If a customer starts in English and switches to Hindi mid-sentence, the AI follows without prompting the customer to restart. This is particularly important for collections conversations where customers often switch to their primary language under stress.

Collections AI follows configurable compliant conversation scripts that are aligned with IRDAI's fair practice guidelines. Prohibited phrases, escalation thresholds, and promise-to-pay parameters are set by your compliance team and enforced by the AI on every call. Every collections conversation is transcribed, logged, and available for audit. The AI never makes commitments outside the configured parameters.

Fluid AI integrates natively with Microsoft Outlook, Microsoft 365, Google Workspace (Gmail), and any IMAP/SMTP-compatible system. Email AI reads, classifies, and responds to inbound emails via secure API connections. Outbound responses are sent from your existing email infrastructure, preserving your domain and branding.

Yes. One Fluid AI deployment handles voice, chat, WhatsApp, email, and mobile app simultaneously. All channels share the same customer context, policy data, and conversation history. If a customer switches from WhatsApp to voice mid-issue, the AI carries the full context forward without asking the customer to re-explain.

Authentication is configurable per channel. Voice channels use voice biometrics or OTP-based verification. WhatsApp uses mobile number verification. Chat widgets use policy number plus OTP or linked mobile verification. All authentication events are logged with timestamps. Multi-factor authentication can be enforced for sensitive transactions like beneficiary changes or high-value policy modifications.