MetLife’s joint partnership in India, PNB MetLife, has launched “conVRse”, a first-of-its-kind on-demand virtual reality (VR) customer service platform.
Developed and built in collaboration with LumenLab, MetLife’s Singapore based innovation centre and PNB MetLife, conVRse, allows the customer to be the protagonist in their own financial journey and marks the first time virtual reality technology has been adopted by the insurance industry in India.
This unique opportunity offers customers the opportunity to solve real-world servicing issues using a VR headset that delivers a 3D simulated environment. When using conVRse customers interact with a life insurance expert in the form of an avatar, named “Khushi”, who is also a customer service expert. Customers who use conVRse will receive personalised service, in real time, using virtual aids to address any questions or policy servicing requirements the customer may have.
During the first phase of the roll out plan for the VR technology in India, conVRse will be available in 15 locations across 10 cities across India. In the second phase, PNB MetLife aims to equip their insurance sales team with VR devices so that customers can go on a journey using the VR headsets to raise their general insurance awareness and better understand products.
This investment in technology underscores MetLife’s philosophy to support continuous innovation and customer centricity. The next phase of innovation for the life insurance is dawning and MetLife is proud to be leading from the front.