AI Voicebot

What went live?

• Automated renewal reminders calling setup using subverse

  • Suberse.ai, is an external layer on webengage that allows us to define the talktime exp (content, speed, tone etc)

• We have a standard cadence across health and life, scheduled inline

  • T-45, T-30 and T+15 slots are dedicated for IVR calls

Why was this release required?

• Ops optimization: To optimize the ongoing manual calling, improve efficiency, reduce load, and adopt GenAI that gives better control to test multiple variations on what the customer hears with shorter GTM.

Insights:

• 100% attempt rate: All the calls that were queued into Subverse had been attempted

  • There are no calls with "Call_queued", or "Call_in_progress" status, and all calls are falling under "completed" and "couldn't connect"

  • Checked with Subverse team, observing and verifying internally.

• 64% connect rate: We were able to reach out to 64% (189/296) of calls queued so far and couldn't connect 36% (104/296): RNR, line busy, not reachable.

• 83% success rate: Among the 169 calls connected for the T-45 use case, we are able to "remind" 83% (121/169)🎉 of customers who stayed on the call for 7-16 sec, this aligns with the framework used: "get to the point quickly."

  • Dear customer, thank you for trusting Ack-o for your health coverage. Your existing policy will expire in 45 days. Renew and

    continue to stay protected against rising healthcare costs. Check the ACKO app for more details.

• Impact on renewals:

  • Currently, calling systems do not talk to payment systems, hence no direct visibility to track the conversions/renewal rates

  • However,it will approximate the same, considering the trend and share in the next update. Need to manually workaround

    
    

Release phases:

• Running campaign (shipped 24th Jan 2025): This picks up leads daily that enter the renewal window starting 24th

• One-time campaign (shipped 6th Feb 2025): One-time campaign with a set of leads that have already entered the renewal window and

  are still eligible (~6500)
  

Next steps:

• Omnichannel approach: We've multiple campaigns running in silos that we had to release considering the need/date, these will be unified.

  • Apart from the above setup, there is manual calling via ops and renewal reminders (emails, WhatsApp) campaign running in parallel.

• Customization: This is an MVP version, made in a way that can cater to all product types to begin with. We will bring in customization and make product/benefit-specific content in the next release, along with fallback/retry mechanisms.

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