S2E7: Decoding GenAI & Customer Experience in Insurance

Episode Overview

In this episode of Callveriq Conversations, the host speaks with Ankit Goenka, Head of Customer Experience at Bajaj General Insurance, one of India’s most awarded CX leaders and a recognized GenAI Expert of the Year.

Ankit’s journey is unique and deeply inspiring — he began his career over 20 years ago as a Customer Service Associate at GE Capital, handling customer calls firsthand. Today, he leads customer experience transformation for millions of insurance policyholders, driving large-scale adoption of GenAI, automation, and digital CX across health, motor, and travel insurance.

Having worked across credit cards, payments, and insurance, Ankit brings a rare, end-to-end perspective on how customer expectations change across BFSI sectors — and how technology must adapt accordingly.

This episode dives into how insurance CX is evolving, where GenAI and voice automation create real impact, and why human empathy remains non-negotiable in high-stakes financial interactions.

Key Discussion Points Include:

• Ankit’s 20-year journey from call center associate to CX Leader of the Year
• Differences in CX across credit cards, payments, and insurance
• Customer experience challenges unique to insurance
• Designing CX for high-stress moments like claims and renewals
• How Bajaj General Insurance is adopting GenAI and automation
• The role of AI chatbots vs AI voice bots in insurance
• Which insurance calls are best suited for AI voice automation
• Balancing efficiency, trust, and human connection at scale

Key Insights Include:

• Insurance CX revolves around trust and reassurance, especially during claims
• GenAI enhances human efficiency — it does not replace human judgment
• Voice remains a critical channel for insurance customers
• Not all interactions should be automated; risk and emotion define automation suitability
• AI voice automation has strong potential for high-volume, low-risk insurance calls

This episode is a must-listen for CX leaders, insurance professionals, BFSI teams, AI practitioners, and anyone building customer experience at scale in regulated industries.