Clootrack, an artificial intelligence (AI)-driven, real-time customer experience platform, said that Kotak Mahindra General Insurance Company, a fully-owned subsidiary of Kotak Mahindra Bank, has partnered with it to boost its customer experience (CX).

According to Clootrack, its intelligent customer experience analytics platform provides a fully SAAS model, and collects and analyzes billions of reviews from customers for helping enterprises understand the drop in customer experience.

Pulak Sarmah — Kotak Mahindra General Insurance Senior Vice President and Head of Marketing said: “Customer insights are extremely crucial in today’s age of rapidly evolving customer expectations which shape experiences.

“Specially in a category with very little product differentiation, creating positive customer experiences is imperative, and Clootrack’s platform will help us do that.”

Clootrack claimed that the partnership will equip Kotak Mahindra General Insurance with actionable insights into its non-life insurance products by means of feedback from customers and comprehend gaps in the market to enhance its customer experience.

Besides, the ability of Clootrack in processing and analyzing vast quantities of data from various sources will help Kotak Mahindra General Insurance in making informed decisions.

The customer experience platform stated that granular insights and findings will help discover trends, patterns, and relationships that can be tapped for fine tuning operations, making customer offerings better, and identifying new opportunities for growth.

Shameel Abdulla — Clootrack CEO said: “In this digital era, it is vital to manage moments of truth to create a positive customer experience, especially in general insurance products like motor, health, home, and commercial.

“This would entail training employees to handle customer interactions effectively, designing products or services that meet or exceed customer expectations, and using customer feedback to improve the overall customer experience. In this endeavor, Clootrack’s AI capabilities will help with qualitative, strategic, and actionable insights to improve customer experience.”

  artificial intelligence, Clootrack, customer experience, General insurance, Insurance industry news, Kotak Mahindra Bank, Kotak Mahindra General Insurance Company, Pulak Sarmah, Shameel Abdulla