Next time you step into a PNB MetLife branch, do not be surprised if you are greeted by a virtual reality executive or if she tries to answer your queries related to insurance products, premium or how to make your insurance claim.
Yes, PNB MetLife has introduced virtual reality based customer service platform called ‘conVRse’ at its offices and branches and an virtual executive named ‘Khushi’ who is fully equipped with all the relevant information about the company’s products and services.
Customers need to wear a VR headset, to be provided by the insurance firm, and enter a 3D simulated environment where they interact with a life insurance expert in the form of an avatar, named “Khushi”.
The conVRse technology is developed and built in collaboration with LumenLab, MetLife’s Singapore-based innovation center and PNB MetLife. The platform aims to provide a differentiated, immersive and a personalized experience to the customer through the VR headset.
The company is planning to roll out the service in phased manner. During the first phase, conVRse will be made available at 15 branches in 10 cities across India. These cities include: Delhi, Mumbai, Hyderabad, Bengaluru, Kolkata, Jammu, Chandigarh, Lucknow, Ahmedabad and Pune.
In the second phase, PNB MetLife aims to equip the insurance sales team with VR devices so that our customers can go on a journey using the VR headsets to raise their general insurance awareness and better understand our products. They are also exploring conVRse zones at bank partner ATMs.
“Our ongoing investment in technology underscores our philosophy to support continuous innovation and customer centricity. We are delighted to bring this ground breaking technology to our customers and revolutionize the concept of customer service for the 21st century.” Mr. Chugh further added: “The next phase of innovation for the life insurance industry is dawning, and we are proud to be leading from the front. I would like to thank the IRDAI for their support and guidance on bringing this innovative solution to our customers in India,” said Tarun Chugh, Managing Director, and Chief Executive Officer, PNB MetLife.
“What I like about virtual reality is that it allows the customer to be the protagonist in their own financial journey.” said Zia Zaman, LumenLab CEO and Chief Innovation Officer of MetLife Asia. “We are delighted to launch this technology first in India. Our customers will have the unique opportunity to experience VR for the first time, to solve real-world servicing issues.”
conVRse marks the first time virtual reality technology has been adopted by the insurance industry in India. Through a unique on-demand virtual reality environment, customers are able to connect directly with “Khushi”, a customer service expert and receive a personalized service using virtual aids to address any questions or policy servicing requirements they have.
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