Tata AIA Life’s Eazy Connect Chatbot Extends Customer Service to Social Media
The chatbot will be available through social media platforms such as Facebook Messenger, Twitter DM, Web chat and WhatsApp. It is developed to respond to the most frequently asked queries and will provide 24/7 service. A few examples of such queries are unit statements, NAV, fund value, premium details, etc. A facility to chat with service experts is also available, should the queries require additional detail.
“Today’s knowledgeable and connected customer expects service providers to be in step with their evolving needs. Our endeavor has always been to anticipate those needs and offer best-in-class service solutions. Eazy Connect chatbot by Tata AIA Life is an innovative offering and has been created to match customers’ fast-paced lives where they need quick and simple ways to stay connected to us. Social media integration is the need of the hour and Eazy Connect will help customers resolve queries on platforms that they frequent. We will continue to explore innovative ways of servicing customers” – senior vice president and head of operations at Tata AIA Life, Yusuf Pachmariwala.
Here’s how it works: (1) Customers log in through their social account or on Tata AIA Life website / WhatsApp (telephone no. 7045 11 8888), (2) customers use keywords with hashtags, and (3) customers receive information to a registered email or mobile number. Once a customer is verified, the chatbot will instantly SMS or e-mail various details such as premium amount, premium due date, policy status, policy statement, etc.