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VOICEOWL × BAJAJ GENERAL · FOR THE CX TEAM
BOING, reimagined
From a chatbot to an AI concierge on every channel. A day in the life of seven Bajaj General customers, and the concierge that is there for every one of their moments.
CALL
WHATSAPP
EMAIL
APP
WEB
October 2026 · A concept for discussion
An insurance policy is a promise
Customers test it in their worst moments. That is when they reach out, and when the brand is decided.
07:40
A breakdown on the expressway
Hazards on, engine dead, trucks thundering past.
11:15
A parent admitted to hospital
Forms everywhere, and one question: is it cashless?
18:30
A claim that paid less than the bill
Home after work, and the numbers don't add up.
VoiceOwl × Bajaj General Insurance
2
What a service call often feels like today
On hold 03:58, 14th in the queue (illustrative). These are industry-wide patterns, and exactly where a concierge changes the experience.
Menus before meaning
Press 1, press 2, long before anyone knows why the customer called.
Prove it, again
Policy number, date of birth, mobile: at every hand-off, on every call.
Office hours, not life hours
Breakdowns and hospital admissions don't wait for Monday, 9 am.
Context lost
Agents start from zero; customers retell their story every time.
VoiceOwl × Bajaj General Insurance
3
Five ways BOING changes the conversation
| Today | With BOING | What it means |
| Reactive: waits to be asked | Proactive | Opens with the customer's open claim, renewal or request |
| One channel at a time | Omnichannel, one memory | Call, WhatsApp, email, app and web, never starting over |
| One topic per call | Many requests, one conversation | Claim, renewal and policy copy, handled together |
| Scripted, generic answers | Grounded in Bajaj General's rule book | Every answer from approved policies and SOPs |
| Office hours | Always on, in their language | 24×7, in 10+ Indian languages |
VoiceOwl × Bajaj General Insurance
4
Meet BOING
One concierge across call, WhatsApp, email, app and web: answering every customer, 24×7, in 10+ Indian languages, and resolving the request, not just routing it.
Knows the customer
Policies, open requests and segment, from the first second.
Speaks their language
10+ Indian languages, switching mid-conversation without losing context.
Follows your SOPs
Every answer grounded in approved policy wordings and processes.
Knows when to hand over
Warm transfer to the right team, with a summary ready.
VoiceOwl × Bajaj General Insurance
5
One BOING, on every channel your customers use
One memory across channels: start on WhatsApp, finish on a call, and the customer never starts over.
MONDAY 10:02
WhatsApp
Arjun asks when his health policy renews
MONDAY 18:40
Phone call
“About my renewal…” BOING picks up where WhatsApp left off
TUESDAY 09:15
Email
The updated policy copy arrives; no repeat questions
VoiceOwl × Bajaj General Insurance
6
A day with BOING: seven customers, seven moments of truth
One concierge, from a breakdown at dawn to a travel plan at night.
07:40
Rohan
Car breaks down on the expressway
11:15
Meena
Father admitted to hospital
14:00
Arjun
Renewal due, new baby at home
18:30
Priya
Claim paid less than the bill
19:10
Mr. Mehta
Red Circle customer, after hours
19:47
Neha
Travel quote left halfway
21:45
Kabir
Travel cover before a trip
VoiceOwl × Bajaj General Insurance
7
07:40 · Rohan's car stops on the expressway
Mumbai–Pune Expressway. Hazards on, engine dead, trucks thundering past.
BEHIND THE SCENES
1
Recognises Rohan from his registered mobile and pulls up his motor policy
2
Checks roadside-assistance cover and dispatches the towing partner
3
Validates the incident date and checks for open claims
4
Registers the claim; the workshop later updates it directly
JOURNEYS
ROADSIDE ASSISTANCE
MOTOR CLAIM
WORKSHOP CLAIM
One call
Tow truck on the way and a claim registered: no menus, no hold.
Phone call · Hinglish
Illustrative conversation
Recognised · Rohan Kulkarni · motor policy active
BOING
Namaste Rohan ji, main BOING, Bajaj General se. Aap theek hain? Bataiye, kaise madad karoon?
ROHAN
Meri car expressway pe band ho gayi hai. Kya karoon?
BOING
Pehle aap gaadi se bahar safe jagah pe khade ho jaiye. Aapki policy mein Roadside Assistance included hai; main towing partner ko abhi bhej raha hoon.
Tow truck assigned
Arriving in about 25 minutes · driver details on SMS
ROHAN
Thank you. Aur peeche se bumper bhi damage hua hai.
BOING
Incident aaj ka hai aur policy active hai. Claim register kar doon? … Ho gaya, claim number SMS pe bhej diya hai.
Motor claim MC-48213 registered
Track it anytime on WhatsApp
VoiceOwl × Bajaj General Insurance
8
11:15 · Meena's father is admitted to hospital
An emergency ward in Andheri. Forms everywhere, and one question on her mind.
BEHIND THE SCENES
1
Finds the family health policy and who is covered
2
Checks the hospital network: cashless, not reimbursement
3
Sends the cashless request and the health card
4
Answers the room-rent question from her own policy wording
JOURNEYS
HEALTH CLAIM INTIMATION
HEALTH CARD
COVERAGE QUESTIONS
No call, no queue
Cashless started from the hospital corridor, in a WhatsApp thread.
WhatsApp · Hinglish
Illustrative conversation
MEENA
Papa ko hospital mein admit kiya hai. Cashless milega kya?
BOING
Meena ji, chinta mat kijiye. Aapki family health policy mein aapke papa covered hain. Kaunse hospital mein admit hain?
MEENA
City Care Hospital, Andheri.
BOING
City Care Hospital hamare network mein hai, toh cashless milega. Main abhi hospital desk ko request bhej rahi hoon.
Cashless request sent · health card shared
Health card, family floater (PDF)
MEENA
Room rent ki limit kitni hai?
BOING
Aapki policy mein room rent sum insured ka 1% per day tak covered hai: ₹5 lakh par ₹5,000 per day.
VoiceOwl × Bajaj General Insurance
9
14:00 · Arjun's renewal is due, and there's a new baby
At his desk after lunch. Three weeks of very little sleep.
BEHIND THE SCENES
1
Spots the renewal due and reaches out first
2
Recognises a member addition and lists the documents
3
Sends a secure renewal and payment link
4
Processes the change and sends the updated policy copy
JOURNEYS
HEALTH RENEWAL
ENDORSEMENT
POLICY COPY
One thread
Renewal, a new member and an updated policy, without a single call.
WhatsApp · English
Illustrative conversation
BOING
Hi Arjun. Your family health policy renews on 28 October. Shall I send your renewal link?
ARJUN
Yes please! Also, we just had a baby girl. Can she be added?
BOING
Congratulations, Arjun! Yes, we can add her at renewal. I'll need her birth certificate and a photo ID of one parent; you can send them right here.
Birth certificate received
PDF · sent in the same chat
Renewal link sent: 4 members · secure payment
ARJUN
Paid.
Payment received · member added
Updated policy copy, 4 members (PDF), also by email
VoiceOwl × Bajaj General Insurance
10
18:30 · Priya's claim paid less than her bill
Home after work, settlement letter in hand. The numbers don't add up.
BEHIND THE SCENES
1
Reads the settlement letter and explains each deduction
2
Senses frustration and the wish to escalate
3
Registers the complaint and warm-transfers with a summary
4
Follows up the next day to close the loop
JOURNEYS
CLAIM CLARIFICATION
GRIEVANCE
POST-CALL NPS
Explained, then escalated
The senior officer starts with the full story; Priya never repeats herself.
Email, then a call · English
Illustrative conversation
PRIYA
My claim was settled for ₹38,400 against a hospital bill of ₹45,000. Why the difference?
BOING
From your settlement letter: ₹3,900 for consumables like gloves and syringes, which your policy doesn't cover, and ₹2,700 for the room-rent difference.
PRIYA
This isn't fair. Please call me.
BOING
Hi Priya, this is BOING from Bajaj General. I've read your email, and I understand this is frustrating.
PRIYA
I want to raise a complaint.
BOING
I've registered it, reference GR-2291. I'm connecting you to a senior claims officer; they already have our full conversation.
Warm transfer · summary shared
Next day, 11:00: “How did we do yesterday? Reply 0–10.”
VoiceOwl × Bajaj General Insurance
11
19:10 · Mr. Mehta, a Red Circle customer, calls after hours
The office closed an hour ago. His fleet just grew by two vehicles.
BEHIND THE SCENES
1
Identifies the Red Circle segment in the first second
2
Checks his dedicated relationship manager's availability
3
Captures the request in his own words
4
Books the callback with a briefing note for the RM
JOURNEYS
HIGH-VALUE ROUTING
CALLBACK SCHEDULING
Never a queue
The relationship manager calls back already briefed.
Phone call · English
Illustrative conversation
Recognised · Red Circle customer
BOING
Good evening, Mr. Mehta. Thank you for calling Bajaj General.
MEHTA
I need to speak to someone about my motor policies.
Relationship manager Ananya · office closed
BOING
Our office has closed for the day, so I've booked Ananya, your relationship manager, to call you at 10 am tomorrow. What should I tell her it's about?
MEHTA
Adding two new vehicles to the fleet.
Callback: Mr. Mehta, tomorrow 10:00
Add 2 vehicles to fleet policy · briefing attached
VoiceOwl × Bajaj General Insurance
12
19:47 · Neha left a travel quote halfway
At 7:42 pm she stopped at Send OTP: is her father's BP medicine a problem? Minutes later, BOING calls.
BEHIND THE SCENES
1
Picks up the paused quote: name, number and WhatsApp consent given
2
Calls within minutes and asks the goal before anything else
3
Answers the doubt from Bajaj's own wording: declare it
4
Sends a WhatsApp link back to the exact step
JOURNEYS
NEW POLICY SALES
QUOTE RECOVERY
COVERAGE QUESTIONS
Recovered, not restarted
The quote resumes where she left it, minutes after she closed the tab.
Outbound call · Hinglish
Demo call (generated voices)
Quote paused at Send OTP · 7:42 pm
Singapore · 10 days · 3 travellers · WhatsApp consent
BOING
Neha ji, aapne kuch der pehle hamari website par travel insurance ka quote shuru kiya tha. Abhi do minute baat kar sakte hain?
NEHA
Singapore, das din ke liye. Main aur mere parents. Papa ki BP ki dawai chalti hai, toh samajh nahi aaya cover hoga ya nahi.
BOING
Bas form mein Papa ki BP ki baat zaroor bataiye; chhupane par baad mein claim mein dikkat aa sakti hai.
NEHA
Toh ab mujhe phir se sab bharna padega?
BOING
Nahi. Aapne WhatsApp updates ke liye haan kaha tha; jahan aapne chhoda tha, wahin se shuru hoga.
Quote link sent on WhatsApp
The quote resumes at the step she left
VoiceOwl × Bajaj General Insurance
13
Hear Neha's call
BOING (AI assistant) ⇄ Neha K. · demo customer
1:08 · Hinglish
BOING · AI assistant
Neha · demo customer
Click the waveform to play
NEHA
0:23
Singapore, दस दिन के लिए, December में। मैं और मेरे parents। पापा की BP की दवाई चलती है, तो समझ नहीं आया कि उनका cover होगा या नहीं।
Singapore, ten days in December. Me and my parents. Papa takes BP medicine, so I wasn't sure he'd be covered.
BOING
0:32
अच्छा किया आपने पूछ लिया। बस form में पापा की BP की बात ज़रूर बताइए। छुपाने पर बाद में claim में दिक्कत आ सकती है।
Good that you asked. Just mention your father's BP in the form; hiding it can cause trouble with a claim later.
BOING
0:52
नहीं। आपने WhatsApp updates के लिए हाँ कहा था, तो मैं वहीं link भेज रहा हूँ। जहाँ आपने छोड़ा था, वहीं से शुरू होगा।
No. You said yes to WhatsApp updates, so I'm sending the link there. It starts right where you left off.
VoiceOwl × Bajaj General Insurance
15
And when a traveller would rather call: Call Now reaches BOING
Bajaj General's quote page already has a Call Now button. In this concept it reaches BOING, at any hour.
Concept: 1800 XXX XXXX
A placeholder until a number is assigned.
Recognised by number
An open quote is picked up, not repeated.
A person one step away
Warm handover with the full context.
VoiceOwl × Bajaj General Insurance
16
21:45 · Kabir wants travel cover before a trip
Planning a family trip to Dubai, browsing late at night.
BEHIND THE SCENES
1
Checks whether a lead already exists for this customer
2
Captures trip details and travellers
3
Creates the lead for the sales team
4
Books an advisor callback within business hours
JOURNEYS
NEW POLICY SALES
LEAD CREATION
A 10 pm visit
Becomes a qualified lead with an advisor call booked.
Website chat · English
Illustrative conversation
BOING
Hi! I'm BOING. Planning a trip? I can help you find travel cover.
KABIR
Flying to Dubai next week. Me and my wife, 10 days.
BOING
Lovely! Any pre-existing medical conditions I should note for either of you?
KABIR
None.
BOING
Perfect. I can share a plan link now, or have an advisor call you tomorrow to compare options.
KABIR
An advisor call works.
Advisor callback booked · tomorrow 10:00 am
Plan summary emailed, in case he'd like to buy tonight
VoiceOwl × Bajaj General Insurance
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Before they even ask
BOING checks every open request the moment a call connects, so the customer hears an answer before asking the question.
WHEN SEVERAL REQUESTS ARE OPEN, BOING TAKES THEM IN THIS ORDER
1
Grievance
2
Claim
3
Payment
4
Renewal · then endorsement · then cancellation
JOURNEYS
PROACTIVE OPEN REQUESTS
LANGUAGE AND ROUTING
An answer before the question
Mr. Sharma hears his claim news first, then his renewal.
Phone call · English
Illustrative conversation
Mr. Sharma is calling
Recognised from registered mobile
Open claim · approved today
Renewal due in 21 days
BOING
Hello Mr. Sharma. Before we begin, your claim from last week was approved this morning. Is that why you're calling?
VoiceOwl × Bajaj General Insurance
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Every journey your customers reach out about
● seen in today's stories ○ not shown today
| Front door | Claims | Policy servicing | Help and growth |
| ● Language and routing | ● Motor claim | ● Health and motor renewal | ● Roadside assistance |
| ● Understanding intent | ● Health claim | ● Endorsements | ● Grievances |
| ● Proactive open requests | ● Workshop claim | ○ Cancellation | ● New policy sales |
| ● High-value routing | ● Claim clarification | ● Policy copy | ● Post-call NPS |
| ● Health card and tax certificate | ● Quote recovery (new) | ||
| ○ Health check-up benefit | |||
| ● Coverage questions | |||
| ○ Premium clarification |
From the founders' journey map, with Mr. Sharma (proactive open requests) and Neha (quote recovery) added in this deck.
VoiceOwl × Bajaj General Insurance
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Three layers: the LLM speaks, procedures and policy decide
The LLM reads what the customer means and phrases the reply. Procedures follow your SOPs and decide the next step. Policy fetches the data and makes the yes/no calls.
CUSTOMER
“Meri car expressway pe band ho gayi hai.”
Hinglish, on a call
LLM
Understands
A roadside-assistance need, in Hinglish
PROCEDURES
Runs the RSA SOP
Next step: check this policy's cover
POLICY
RSA cover? Yes
Dispatch the towing partner
LLM
Replies instantly
“…main towing partner ko bhej raha hoon.”
The LLM never decides on its own, so every answer is accurate, follows Bajaj General's SOPs and can be audited.
VoiceOwl × Bajaj General Insurance
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What makes the concierge trustworthy
Grounded in your knowledge
Answers only from approved policy wordings, FAQs, circulars and SOPs.
Many intents, one conversation
Customers switch topics mid-conversation without starting over.
10+ Indian languages
Hindi, English, Hinglish and more, switching mid-call without losing context.
Seamless hand-off
Warm transfer to the right queue with the transcript and a summary.
Your team in control
Business users update knowledge, prompts and flows, and test before go-live.
Audit-ready by design
Transcripts, quality scores, dashboards, access control and audit trails.
VoiceOwl × Bajaj General Insurance
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Your agents, freed for the moments that need a human
BOING resolves
Policy copies, health cards, tax certificates
Renewal and payment links
Claim registration and status
Coverage and premium questions
Roadside assistance
Your agents focus on
Grievances and escalations
Complex or disputed claims
High-value relationships
Moments that need empathy and judgement
VoiceOwl × Bajaj General Insurance
22
Sent with the transfer: Priya Sharma's hand-off summary
The senior claims officer starts with the full story.
Why she reached out
Health claim settled at ₹38,400 against a bill of ₹45,000.
What BOING already did
Explained both deductions (consumables ₹3,900, room-rent difference ₹2,700) and registered complaint GR-2291.
How she feels
Frustrated; wants the deductions reviewed.
Suggested next step
Review the room-rent deduction again.
VoiceOwl × Bajaj General Insurance
23
What success looks like
Indicative starting targets for discussion, not commitments. Final targets are set against Bajaj General's own baseline during the pilot.
60%+
Containment
Routine service requests fully resolved by BOING
80%+
First-contact resolution
Issues closed in a single conversation
+10 pts
CSAT and NPS
Uplift over today, after every interaction
Under 5%
Abandonment
Customers giving up before they are served
24×7
Always on
Service at 2 am and on Sundays
50%
After-call work
Less time spent, thanks to automatic summaries
Sources: BOING, reimagined (founders' deck): indicative targets
VoiceOwl × Bajaj General Insurance
24
From quick wins to a proactive concierge
MONTHS 0–3
Service essentials
Policy copy and health card · renewal links · roadside assistance · coverage questions · travel quote recovery (new)
MONTHS 3–6
Claims and changes
Motor, health and workshop claims · endorsements and cancellation · grievances · claim clarification
MONTHS 6+
Proactive concierge
Open-request greetings · renewal and claim updates · post-call NPS · WhatsApp, email and app
VoiceOwl × Bajaj General Insurance
25
Next steps
1
Pick three journeys
Choose the pilot journeys with the CX team
2
Share SOPs and sample calls
So BOING learns Bajaj General's own processes
3
See it live
A working demo in Hindi and English in 3 weeks
VoiceOwl × Bajaj General Insurance
26
A concierge who already knows them
Every Bajaj General customer, with BOING. From VoiceOwl, for Bajaj General Insurance.
A
Appendix: travel quote recovery
Detail behind Neha's moment: where quotes stop, consent, what a pilot measures and how it runs.
28
Where travel quotes stop
Bajaj General's real Get Quote step asks for three things before the OTP. The customer has already said who they are, and that WhatsApp updates are welcome.
Name and number
A real person, reachable.
Consent given
Data privacy and WhatsApp updates.
Then a doubt
Cover, price or parents: and the tab closes.
VoiceOwl × Bajaj General Insurance
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Consent first, service first
An insurer's brand is on every call. Designed with Bajaj General's compliance team before anything goes live.
Only with consent
Numbers that ticked consent on the quote step, after a DND check.
One call, at a decent hour
No repeat dialling; a clear way to say not now.
Bajaj's wording only
Cover answers from the policy wording; anything unsure goes to a person.
Honest about being AI
BOING says it is Bajaj General's AI assistant.
No payment on the call
The customer pays on Bajaj General's own page.
Every call auditable
Recording, transcript and summary for review.
VoiceOwl × Bajaj General Insurance
30
What a travel pilot measures
Indicative measures, set against Bajaj General's own baseline during the pilot.
Quotes resumed
Unfinished quotes that reach payment after a call-back.
Time to call
Minutes between the drop-off and BOING's call.
Why people stop
The doubts behind drop-offs, grouped every week.
How it felt
Opt-outs and a one-question rating after the call.
VoiceOwl × Bajaj General Insurance
31
A travel pilot, then every quote
STEP 1
Connect the quote step
Drop-offs with consent, in real time
STEP 2
BOING's travel script
Bajaj's SOPs, Hindi, English, Hinglish
STEP 3
Pilot against a control
Call-back vs. no call
STEP 4
Every quote journey
Health and motor next
A proposal for discussion: scope and timelines to agree with Bajaj General's CX and digital teams.
VoiceOwl × Bajaj General Insurance
32
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