Case Study: Multinational Life Insurance Company achieves enhanced customer experience and increased self‑service with Uniphore's U‑Self Serve™

Multinational life insurance company enhances CX powered by Uniphore's U-Self Serve™

Multinational Life Insurance Company, a global insurer operating in over 50 countries and covering more than 100 million lives (including 3.6+ million in India), struggled to engage long-term high-value customers, lacked an automated self-service platform for repetitive queries, had no digital avatar for brand awareness, and faced high operational costs. To address these gaps, the company selected Uniphore’s U-Self Serve™ omnichannel AI-driven intelligent virtual assistant to provide an intuitive voice- and text-based self-service experience.

Uniphore implemented U-Self Serve™ across IVR, web and mobile, including an interactive mobile app with reminders, transaction access, document downloads and multilingual NLU to understand natural-language customer intents. The Uniphore solution delivered a 24x7 IVA that increased self-service and automation rates, improved sales efficiency and customer engagement, handled FAQs and real-time alerts, eliminated IVR menu dependence, and reduced the operational burden while supporting the insurer’s large global customer base.