Podcast
Welcome to Convin Conversations
Customer patience is dwindling, agent expectations are rising, and AI is evolving rapidly. What does this mean for businesses and profitability? Tune in to our podcast series for insights from industry experts navigating the changing customer landscape.
AI Insights
S2E7: Decoding GenAI & Customer Experience in Insurance
šļø In this episode of Convin Conversations, Ashish Santhalia, CEO of Convin, sits down with Ankit Goenka, Head of Customer Experience at Bajaj General Insurance, to explore how GenAI and automation are transforming insurance customer experience. From starting his career as a customer service associate to becoming CX Leader of the Year and GenAI Expert of the Year, Ankit shares real-world insights on what it takes to build scalable, trust-first CX in insurance. This conversation covers GenAI adoption, AI voice automation, claims experience, renewals, and where human empathy still matters most.
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