Higher Cross-Sell : How a Large Life Insurer Managed Cross-Sell On A Difficult Base with Human-in-the-Loop AI Bots
The Problem
This insurer runs a customer acquisition programme in partnership with a travel portal. Customers signing up for the partner product are offered a bundled life insurance policy.
The propensity of these customer to buy a standard life insurance policy is very low. BOth connectivity and Converting that call into a sale are challenging. And doing this at scale — with a base of 50,000+ customers — typically requires a large calling team, significant supervision, with unproven results.
The Solution
ValuEnable InsureBot replaces calling with a two-stage approach:
Stage 1 — AI-led warm-up An AI bot makes first contact across the 50,000-customer base — handling the volume that no human team could cost-effectively reach, filtering for genuine interest, and scheduling follow-ups for those open to a conversation.
Stage 2 — Human-in-the-loop Warmed-up leads are handed over to human callers — either on a live transfer or at a scheduled time. The caller isn't cold-calling; they're picking up a conversation already in motion.
The entire 50,000-customer base is managed by just 5 folks.
In addition, the conversation is highly need-based as the customer acquisition method reveals very little of the customer needs. Uncovering needs → Right product advice → Helping customers with policy issuance - All covered by a set of highly trained and professional executives.
Early Results
- 40% connectivity rate — vs. ~25% industry benchmark for similar campaigns
- 15% higher conversion compared to human-only calling
- Cost of the calling operation reduced significantly without sacrificing quality
