Private general insurer, Kotak Mahindra General Insurance recently tied-up with Clootrack, a startup providing real-time analytics, to enhance and focus on customer centricity. It added, Clootrack’s advanced AI-driven technology analyses granular insights from billions of customer reviews to help enterprises understand why customer experience has dropped, thereby providing deeper insight into multiple touch points of the customer’s journey.
It said, “Kotak General Insurance aims to leverage AI and digital tools that provide actionable insights and significantly enhance customer experience. Analyzing feedback available internally (NPS, Customer Care tickets etc.) as well as external (across social platforms and the web), Clootrack uses patterns, trends, and relationships to fine-tune operations, improve customer offerings, and identify new growth opportunities.”
Pulak Sarmah, Senior VP and Head – Marketing, Kotak Mahindra General Insurance, said, “At KGI, we continue to explore various technology platforms to shape superior experience for our customers. In a sector where customer experience takes priority over product features, we aim to fulfil these expectations and even set some new benchmarks for the industry.”
Shameel Abdulla, CEO, Clootrack, said, “As we continue to witness rapidly evolving digital consumption trends, it is important to closely monitor and enhance customer experience, especially in general insurance products like motor, health, home, and commercial. We are happy to partner with Kotak General Insurance to leverage insights backed by AI and data across the customers’ journey.”