SBI Life builds AI applications for customer engagement and sales at scale
Financial ServicesEnterprise AI
Summary
SBI Life Insurance, one of India's largest life insurers, is embedding AI across customer engagement and distribution enablement at national scale. Partnering with Sarvam AI, SBI Life deployed an AI-powered WhatsApp assistant to their entire front line force of 3.5 lakh+ sales agents — the largest enterprise WhatsApp chatbot use case in India.
Agents use it to answer product queries across products in 11 languages, generate personalized sales collateral, run premium calculations, and access underwriting guidelines - all within WhatsApp.
The focus is on driving meaningful business impact through AI that works in native Indian languages - making a tangible difference in how customers and distributors experience insurance.
Key takeaways
- AI for customer engagement at scale - voice-led, multilingual interactions now serve 8 crore+ customers, moving beyond transactional touchpoints to personalised conversations
- Distribution enablement - AI tools are being embedded across processes used by 3.5 lakh+ distributors, improving productivity and reach across geographies
- Native language, national scale - the deployment operates across multiple Indian languages, breaking access barriers and deepening engagement in a cost-effective manner
- Responsible AI adoption - SBI Life is committed to using AI responsibly for the benefit of customers and society, with human-in-the-loop frameworks ensuring accuracy and trust
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