Leading Insurance Provider increases user engagement by 500%





Live Since

September 2019

Product Used

Customer Care


KAYA, Kotak Life’s AI enabled virtual assistant, built along with Haptik, has helped improve customer servicing capabilities. The customer response and experience was excellent, which has made us move this service on WhatsApp as well. Kotak Life is now resolving a large part of customer queries real-time 24/7. To top this, any new enhancement on the platform gets done very fast, hassle free.

-Kirti Patil, Sr. EVP, IT & CTO – Kotak Life Insurance

Kotak Life Insurance (KLI) is one of the fastest-growing insurance companies in India and has covered over 28.6 million lives as of September 30, 2019. Owned by Kotak Mahindra Bank Limited, Kotak Life provides world-class insurance products with high customer empathy. Its product suite leverages the combined prowess of protection and long-term savings.


  • Wanted to make support more self-serve and asynchronous for
    their existing customers
  • Create an automated support platform to enable existing users
    with routine queries
  • Improve customer engagement for KLI’s services
  • Drive digital transformation and deliver enhanced user


Haptik built Kaya, an Intelligent Virtual Assistant for KLI which enabled them to:

  • Handled 71% of routine queries such as View Premium Due Date, Pay Premium, Fund Details, etc. enabling agents to focus on high-touchpoint customer issues
  • Built a custom bot prompt to improve discovery and created a bot avatar (Kaya) which helped scale user engagement
  • Implemented the Lead generation IVA to enable KLI improve
    engagement & conversions not only for their existing users but also for new users

Key Use Cases

Business Impact


Increase in IVA usage within 8 months


Of automation achieved


Lead conversion

Other client stories...

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