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News : PNB Metlife Launches Customer Service App, Khushi


Mumbai, India, Oct, 2018 -- PNB MetLife, a provider of private life insurance companies in India, launched "khUshi", a customer service app, powered with Artificial Intelligence (AI). The app is available on android phones and is designed to facilitate seamless customized service experience for policyholders. The app named ‘khUshi’ meaning ‘happiness’ signifies PNB MetLife’s underlying motto to create ‘happy experiences’ for customers. With ‘khUshi’ customers will be provided with assistance for their insurance related queries 24×7, anytime, anywhere.

‘khUshi’ is built in collaboration with MetLife’s innovation center – Lumen Lab in Singapore and PNB MetLife in India. The app is designed to be a one-stop shop for insurance related information like:

Policy features,
Premium due details,
Fund value & portfolio details,
Download receipts and statements,
Update contact & KYC details and
Set important reminders.

‘khUshi’ has the ability to understand customer intent and provide tailored responses to the users. khUshi can interact with customers via text and speech both. When requested, the app can also locate the nearest PNB MetLife branch, arrange a call back from call center representatives, fix an appointment with an advisor and much more.

Unveiling the app, Ashish Srivastava, Managing Director, and Chief Executive Officer, PNB MetLife said, "AI is a big opportunity in today’s fast changing economy. With ‘KhUshi’ our app

powered with AI we are focusing on delivering enhanced customer experience. We will continue our digitization efforts and explore innovative platforms as traditional ways of selling insurance and servicing customers evolve. "

Samrat Das, Chief Information Officer, PNB MetLife said "Due to customers changing needs and information consumption patterns, we have launched "khUshi." India also has a prominent new breed of customers, consisting of millennials, who are digital natives. The app will play a role of an assistant to users by providing solutions to their queries on the go. The app is designed in such a way that it requires minimum bandwidth. khUshi is a conversational app that allows you to have personalized interactions with regards to your policy. "

Vijaya, Nene, Director Operations and Services, PNB MetLife said," At PNB MetLife one of our values is to "put the customer first" and keeping this at the core of our service framework, we are committed to enhance the end-to-end service experience. As a step towards this we are pleased to launch khUshi a platform that will empower customers and result in positive engagement with the company. We feel it is important to service customers at their convenience and with khUshi we have made the experience a whole lot smarter."

‘khUshi’ is the latest addition to PNB MetLife’s technology led innovative customer solutions. In December 2016, we launched conVRse, an award winning and pioneering virtual reality service platform that has been well received by our customers. This was intended to ensure customers experience enhanced service quality, through an immersive and personalized experience. Launched in the same year as conVRse, eBranch is PNB MetLife’s paperless digital platform that enables real time transfer of information. This enables increasing productivity of sales force and enhancing customer experience, launched. Going forward PNB MetLife would like to upgrade khUshi to include other languages and IOS devices.


Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Motivation & Charity Work

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Published: Monday, October 29, 2018

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2021 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

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