Case Study: Guardian Life Insurance improves 24/7 multilingual support with REVE Chat

Guardian Life Insurance automates 70%+ of support with REVE Chat

Guardian Life Insurance, a leading digital-first insurance provider in Bangladesh, faced significant challenges in scaling its customer support while maintaining a human-centric experience. With millions of customers contacting them across multiple channels for policy, claim, and product information, their manual, fragmented processes were inefficient. They partnered with REVE Chat to implement an AI-driven omnichannel solution, seeking to automate responses and unify support.

REVE Chat implemented its live chat, AI chatbot, and ticketing system, integrating nine communication channels into a single dashboard. The solution automated over 70% of queries, provided 24/7 multilingual support, and enabled real-time claim status checks via API. This allowed Guardian Life to serve over 13 million customers efficiently, achieve a 97.69% claim settlement ratio, and resolve 95% of claims within three working days, all while controlling support headcount growth.

Guardian Life Insurance