Future Generali Launches GenAI Chatbot ‘LEO’ on WhatsApp to Enhance CX

Future Generali India Insurance Co. Ltd. becomes the first insurer to launch an innovative GenAI-enabled Chatbot ‘LEO’ on WhatsApp to help redefine customer experience. The LEO Chatbot, with the power of advanced automation, artificial intelligence, and NLP, would handhold customers through all policy cycles, thus offering them a true engaging and superior experience.

Today, AI market revenue in the country already clocks a CAGR of 25-35% and is set to reach approximately USD 17 billion by 2027, says a report by BCG and Nasscom. With this initiative, FGII now seeks to have the best of both worlds coming together by leveraging the power of generative AI across the wide reach of WhatsApp-setting a new benchmark for digital touchpoints in the insurance world.

On the launch of the initiative, Ruchika Malhan Varma said, Chief Marketing, Customer and Impact Officer, Future Generali India Insurance Co. Ltd, “As lifetime partners to our stakeholders, we have undertaken several initiatives aimed at enhancing our customers’ experience with the brand. We’re excited to introduce LEO, our GenAI-powered WhatsApp chatbot, which represents a major leap forward in our digital transformation journey. LEO not only makes our services far more easily accessible but also enriches customer experience through intelligent, responsive human-like interactions. This launch demonstrates our commitment to embracing the latest technology in an ongoing effort to meet the increasingly changing needs of our customers.” Ravi Garg, Director-business messaging, Meta, said, “WhatsApp is right in the center of the people’s digital lives in India, and India is also one of the countries where we are seeing some powerful use cases coming up on how WhatsApp can transform everyday life.”.

We firmly believe that AI would continue to contribute significantly to enhancing the customer experience and to businesses being able to provide people with the help or information they need. We are excited to see how Future Generali is integrating GenAI into their chatbot to offer people a much more personalized experience.” With LEO, customers can access and download their insurance policy documents with ease on WhatsApp itself.

Easy renewal of policy: The customer will have their insurance policy renewed without much problem, with viewing of real-time status of claims to bring in more transparency and peace of mind. Features such as an immediate issuance of health cards facilitate quick access to healthcare services. Users can find the nearest garages, hospitals, and branches easily. The user experience is further enhanced as it fetches customer information automatically using their mobile numbers. LEO will integrate seamlessly into WhatsApp’s payment flow and will support credit/debit card-based, net banking, wallet, and UPI-based transactions. This makes the payment process for all users really seamless and secure, besides adding to the overall convenience of managing their insurance needs.