HDFC Life has extended the facility of its Alexa-based smart service voice assistant Elsa to policyholders. This is specifically aimed at helping policyholders during the lockdown, The company digital platform and offerings like Elsa help policyholders to service their policies without having to step out of their homes. Elsa is powered by natural language processing software and offers intelligent services like handling of dynamic requests and offering insights into policies. In its first rollout, Elsa can successfully answer than 200+ queries. To initiate and configure Elsa on Alexa devices, customers need to download the Alexa app and link their HDFC Life account through a secure authentication process. Once the account is linked, the customer can ask their queries to Alexa to get various policy related information including requesting services such as fund statement, premium receipt or policy soft copy.
Parvez Mulla, chief operating officer, HDFC Life, said HDFC Life records more than 4 million customer queries and service requests and processes them digitally every year. He said a growing number of Indian customers are moving towards smart digital solutions for quicker and more simplified services and through Elsa, as well as other AI service bots, the company is aiming to offer intelligent and personalized query processing for the policyholders.
