Case studiesTata AIA
Transforming Insurance Sales Training with Generative AI: Boosting Skills, Knowledge, and Performance.
TATA AIA is a leading life insurance company, providing life insurance, savings, wealth management, and retirement solutions.
10%
Improvement in revenue generation within 4 months
20%
Improvement in scores before and after training
25%
Reduction in at-risk agents within three months
Table of content
Introduction
- TATA AIA is India’s number 1 insurance company that ranks 6th globally, known for its strong reputation.
- Operates across 18 markets in the Asia-Pacific region, showcasing extensive expertise.
- Offers a range of solutions, including life insurance, savings, wealth management, and retirement planning, tailored to customer needs.
Challenges
- Requirement of platform that supports regional languages to improve understanding of agents from various regions of India.
- Equipping insurance agents with comprehensive product knowledge is challenging; however, it is essential for managing a vast product portfolio.
- Agents struggle to handle complex objections and queries from customers, consequently leading to dissatisfied clients.
- Requirement of effective training of agents in remote areas.
- Difficulties for managers in tracking agents’ progress to identify areas that need improvement.
We are looking for solution that caters to the training needs of our agents from diverse linguistic backgrounds. Awarathon’s multilingual platform has helped us in bringing this gap as it supports more than 10 regional languages.
Pritesh Gosar
Digital Learning Head
Approaching the solution
- Awarathon’s multilingual capabilities, therefore, enabled agents to practice and learn in their preferred regional language.
- The platform’s AI personas simulate calm, angry, and distracted customers enabling insurance agents to effectively handle customer objections and queries.
- On-the-go training solutions allowed agents to train anytime, anywhere resulting in consistent learning across different demographics.
- Improved product knowledge through continuous practice with interactive content, quizzes, and video roleplays.
- Managers can track reps’ progress using detailed reports and, as a result, identify strengths and areas for improvement to provide targeted support.
Difference made
- 10% improvement in revenue generation within 4 months.
- 20% improvement in scores before and after training.
- The trained group’s overall scores on various skills were 35% higher than the untrained group.
- 40% improvement was observed in product knowledge and communication skills of trained insurance agents.
- 25% reduction in at-risk agents within three months.
