Virtual Genie - AI Powered Multilingual WhatsApp BOT for Insurance Distribution Qorus-NTT DATA Innovation in Insurance Awards 2026
IndiaCategory
Distribution ReinventedKeyword
AI & Generative AI, Digital channels & Omnichannels, Social media, Marketing & sales, Contact center & Chatbots, AssistanceBusiness Line
Commercial Insurance, Health Insurance, Motor insurance, Home Insurance, Liability InsuranceDistribution Channel
Agents, Bancassurance, Brokers, Partners
Innovation presentation
Virtual Genie is an intelligent WhatsApp-based assistant designed to simplify the insurance distribution ecosystem. Built with GenAI capabilities, it provides agents and employees with instant access to product knowledge, real-time product recommendations, competitor comparisons, multilingual assistance, and automated quote generation.
The solution addresses key challenges such as complex product structures, lack of a unified product comparison tool, lengthy manual quote processes, and limited access to live sales-pitch guidance. By consolidating product information, calculators, quotations, and workflow status into a single conversational interface, Virtual Genie enhances both efficiency and accuracy. The project drew inspiration from global conversational AI models and the increasing adoption of WhatsApp as a business communication medium. The initiative involved Retail Sales, IT, Product Teams, and field agents.
To date, the BOT has enabled:
32,000+ multilingual interactions
9,300+ unique agents, 712 employees
94% English adoption; support for Hindi, Telugu, Gujarati, Marathi & Tamil
92,000+ calculator quotes, 430+ agent-generated quotes, high uptake across products
Query resolution , 4lac+ queries resolved of agents and employees
Virtual Genie significantly boosts partner engagement, simplifies sales processes, and creates a unified knowledge ecosystem for all stakeholders.
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