Case Study: PolicyBazaar.com achieves improved customer experience and operational efficiency with Amazon Polly

Policybazaar.com adopts Amazon Polly to enhance efficiency and customer experience

PolicyBazaar.com, India’s largest insurance marketplace, faced a rapid surge in volume as transactions and phone queries scaled dramatically, forcing the company to move beyond one-size-fits-all voice messages to more personalized, scalable outreach. To meet this challenge, PolicyBazaar.com adopted Amazon Polly’s text-to-speech (TTS) service for voice broadcasting, critical alerts, and inbound call handling.

PolicyBazaar.com integrated Amazon Polly into its PBee Connect IVR and service inbound IVRs, enabling personalized, actionable voice messages and seamless system integration. In four months they processed more than 150,000 Polly-powered calls, with an 80% answer rate, 53% positive responses and 41% of sales closed without agent intervention; over 50,000 service inbound calls land monthly. Amazon Polly is now the standard IVR voice, boosting customer experience, workforce efficiency and reducing handling time, with plans to expand usage more than 10x and target 90% of calls on Polly.

Policybazaar.com

Ashish Gupta

Chief Technology Officer