Knowledge Management For Insurance Helping Achieve Better CX

Unify all your information in one place & allow your agents to resolve queries within a few clicks.

  • Superior customer experience
  • Ensure first call resolution
  • Effective training of agents

Knowledge management sets new bars for conventional and new age insurtech companies. With complex policies around claims, premiums & cover; a knowledge management system for insurance helps your agents to reduce errors while speaking with customers, and turns transactional calls into engaging conversations. Customers get peace of mind with complete visibility on digital channels such as mobile app, support portal of website, and conversational platforms like chatbots & WhatsApp

Insurance Knowledge Management Process

CX is like insurance; more you invest, higher are the benefits

Customer experience is a key differentiator for consumers looking for insurance providers. Digital penetration plays a vital role in it, from comparing policies online to getting a checkup done at your doorstep and online premium payments to cash as well as paperless claims are transformations that consumers have gracefully accepted. KMS helps you to create an actionable repository of all information required by multiple stakeholders for a seamless experience throughout the customer lifecycle journey.

Some of the CX challenges faced by insurance industry

Complexity of Terms & Policies

Whether or not to opt for a particular policy can easily be explained using factors like premium, suitability, via DT & PG

Higher AHT & Call Queues

With each issue being addressed on call, the pending tickets and hold time increases this inversely affects call queues & AHT

Long Training & Onboarding Cycles

In absence of LMS, training becomes tedious & complicated and employee onboarding process slows down.

Ineffective Self Service Strategy

Ineffective modules confuse the consumers leading to no compact solution thus irritating them over attaining solution.

Inconsistent Information Delivery

When information over each platform tends to differ, it results in inconsistent information delivery failing to build C-SAT

Our knowledge management software for insurance helps you with

Single source of truth of organization knowledge

Consistency across contact centers, branches & self service

Central repository for all products & services information

Drive digital CX for ease-of-use for your customers and agents

Our modules


Decision Trees

Interactive decision tree software resolves complex queries and simplifies customer interactions through a series of questions accompanied by multi-choice type answers. This streamlined technical process for support teams and customers has a step-by-step intuitive workflow.


Knowledge Base

A ready repository of the organization’s knowledge can be created, filtered, updated, and accessed by the creator. The assignment of duties and responsibilities can easily be defined by the admin of the knowledge base. Since the knowledge uploaded is delivered on all touch-points, it is checked and approved by admin and super admin respectively.


Picture Guides

It is the visual assistance that agents need while handling complex customer interactions. Picture guides ensures best for agents and users by allowing faster and efficient resolutions using images as a better tool as compared to words.



With Artificial Intelligence on your side, build virtual assistants for customer engagement. AI Chatbots are more efficient and reliable to enrich digital experiences and power human-like exchanges between customers and your services. Chatbots, intelligent enough to pose as humans, allow customers to get right aid at right time.

Benefits For


In a highly dynamic environment as that of insurance, the contingent forces are strong and require a specialized hand in the same. When a robust knowledge base is a given, the struggle for better performance no more remains a pressure.

  • Easy findability
  • Improve quality scores
  • Reduce overall effort


With self service enablement, it becomes feasible for customers to decide the mode of help. Investors feel privileged when given an option to choose from; and what better than freedom from long and hammering call center ring tones.

  • Information available at their disposal, at their medium
  • Avoid long hold times & call queues
  • Customers get accurate & updated info at the CC

Training & Quality

The role of and operations supervisor is of inevitable importance as well. The query pertaining to a financial problem involves a lot of brainstorming resulting in an impatient caller. This caller if lost here, will be a customer lost from sale/investment counter too.

  • Lower AHT & Hold Times – More efficient teams
  • Achieve SLAs consistently
  • More productive agents, increased First Contact Resolution

Operations Managers

The onboarding of agents, in reality turns out to be one of the most crucial parts of recruitment. The agents with good communication skills are shortlisted and trained in accordance with organization’s workflow and knowledge aiming to achieve an even higher level of C-SAT & CX.

  • Faster training & reduced turnaround time
  • Simplified feedback mechanism for content
  • Training & assessments for process knowledge tests

Digital Team

Majorly responsible for digital transformation of a company backed by robust strategy and planning; an engaging and interactive website or app can reap conversions if it’s friendly and compatible enough for the search engine to crawl through.

  • Drive digital adoption and transformation
  • Promote self service apps & website
  • Monetize through digital channels

CX Heads

Consumers can reach out to you through app, website, bot, WhatsApp, social media, text, and call 24×7. Any loophole evident results in degradation of CX and NPS. It is thus essential to prevent any decrease in agent efficiency, learning, and quality.

  • Achieve CSAT & NPS scores
  • Reduce OPEX at contact centers
  • Achieve goals around customer obsession


Case studies

Integrated with your everyday tools

Ready APIs to integrate seamlessly with your in-house tools