The AI system uses a human-in-the-loop approach for complex cases to ensure compliance, empathy, and quality in customer interactions while scaling AI usage.

This AI-driven transformation has reduced average email query resolution time by about 30%, delivering faster and more precise responses to policyholders.

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Axis Max Life frames the initiative as part of its long-term commitment to workforce development and enhanced customer experience.

Senior Director and Chief Operations Officer Manu Lavanya says the digital-first strategy, powered by AI at scale, delivers transparent, faster outcomes and redefines the policyholder experience.

Axis Max Life Insurance Limited has deployed an AI-powered Core-Converse email bot that now handles up to 80% of customer email queries with a 95% response efficiency, speeding up and improving the accuracy of replies while keeping humans in the loop for complex cases.

Lavanya underscores that the transformation is part of a broader strategy focused on transparency and speed.

The transformation frees up staff by automating routine queries, enabling upskilling and redeployment to higher-value roles, boosting internal efficiency.

Internal benefits include improved workflow efficiency and retraining employees for more valuable positions as part of the workforce enablement.

Axis Max Life emphasizes a customer-centric service architecture, AI integration across operations, and a ongoing commitment to faster, more transparent service delivery for policyholders.

Axis Max Life is a joint venture between Max Financial Services and Axis Bank, operating with multi-channel distribution and reporting a gross written premium of INR 33,223 crore for FY2024-25.

The AI integration blends technology with human empathy, maintaining flexibility and accuracy for complex interactions.