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AI is Changing the Face of Agent-Customer Interactions

4 minutes, 58 seconds read

Keeping up with the ever-changing behavior of consumers is hard for businesses of all sizes. Especially in times like these where technology is regularly evolving, people have high expectations for personalization, service, responsiveness, and delivery. 

To meet these expectations, companies are adopting the use of Artificial Intelligence along with human intelligence. Statistics revealed that IT spending of Insurance companies for AI has increased from 76 million in 2016 to 751 million in 2021 US Dollars. Which is indeed a big revolution. 

And why not, we are in an era where contact channels are expanding rapidly, and the amount of data created – both structured and unstructured are mountainous. Organizations are drowning in data, but starving for actionable insights. 

This adaptation has bridged the gap between businesses and customers that is more efficient and impactful than ever before, and interaction with a vast customer base has become a cakewalk.

Before digging into how AI is changing the way agents or businesses interact with customers, let’s first clear primary public concern. 

Debunking The Biggest Myth

“Successful Agent – Customer Interactions will have AI working with humans, not replacing them.”

While AI is a boon for businesses, some people consider it a negative change that may take over humans’ jobs. But the reality is that AI can help reduce the monotonous tasks and workload of multiple staff members and often do it faster and more accurately.

Read: 5 Reasons why Customer Service Chatbots are the Need of the Hour

Valar Afshar, chief digital evangelist at salesforce quoted “AI allows companies to deliver these smarter, more personalized and predictive experiences that customers have come to expect, but the human touch is still table stakes for customer success.” 

In other words, human interference isn’t and will never be over, and people will not be losing jobs to AI. However, the mode of operation will be modified, and humans will have to work hand-in-hand with artificial intelligence to achieve customer’s expectations. 

How AI Is Aiding Agent and Customer Interactions

Customers’ satisfaction is an integral factor. A brand is being judged on behalf of it. Therefore, it becomes extremely crucial to have an excellent service that connects your agents with customers smoothly. And AI-powered customer service is something that has the potential to do this.

Let’s roll down to some significant positive changes AI has made in the customer interaction processes:

  1. AI for Hyper-Personalization

Hyper-personalization leverages AI and real-time data to deliver content that is relevant to a customer in no time. It eliminates the traditional way of agents to think, waiting on hold for a phone call, or clicking through tons of pages to find the right info. 

Based on the historical data stored, AI serves a personalized experience and eliminates all the pain points in a customer journey. Hyper-personalization focuses on 3Rs- Right products, at the Right time through the Right channels. Therefore, a lot of insurance companies are adapting this to deliver the right products at the right time through the right channels.

  1. AI for Capturing Customer’s Intentions

“Predicting the future isn’t magic, it’s artificial intelligence.” – Dave Waters 

Artificial Intelligence helps insurance businesses in detecting the intent of the customers based on their behavior and gives actionable insights to the agents. It maps and analyzes the current customer journey to understand the touchpoints and experiences that customers have with your brand — from discovery, presales, sales, customer service, and beyond. 

AI uses billions of data points to systematically develop customer’s personas. Which help agents to:

  • Match customers to the packages they’re more likely to opt
  • Display the most relevant content and apt answer
  • Save time and make a hassle-free customer experience
  1. Enhanced and Errorless Lead Management

It’s a human tendency to make errors. Therefore, it is often possible for agents to fail to take follow-ups and keep regular contact with potential customers. 

However, if Artificial Intelligence backs your representatives, the case would be completely different. AI can aid representatives by sending out relevant messages to a lead via emails or text messenger in a timely cycle. Thus, the sales team can focus more on qualified leads that require full human interference, and the AI takes care of the rest. 

In simple words, Artificial Intelligence is improving the way we engage and nurture our leads, and make follow-up easy in a regular fashion.

  1. AI in Fraud Detection 

As per the studies, the insurance industry collects over $1 trillion per year and the cost of insurance fraud is estimated to be $40 billion every year. Therefore, it becomes extremely important for insurance companies to dodge frauds.

 With the help of AI, the insurance companies or agents can analyze historical data of genuine customers and identify a set of patterns. This pattern can be used to detect fraud at an early stage and prevent them before making a big loss. Moreover, the technology can also help you in deep dive into a sea of data and unlock hidden insights.

  1. Claims Management with AI

AI empowers agents to streamline the end-to-end process for claim management. With the minimal management of humans, AI can efficiently manage all the processes from data capture, settlement creation, authorization and approval, payment tracking, salvage and recovery tracking, legal matter processing to communication management

Moreover, the AI-based bots can review the claim, verify policy details, check for fraud, and process payments, making the claims process faster and efficient. 

The Final Brew 

So far, we have seen many ways in which AI and automation can influence agents and businesses to keep the graph growing. One major thing to keep in mind is that Artificial Intelligence is not here to replace humans but to work along with them and make things more productive. 

AI is smart enough to compile and find information quickly but struggles to replace real human relationships. Therefore, It’ll create more opportunities for us to do and manage things in a better way.

Like any other leading business and the giants like Google, Uber, and Amazon, you should also embrace Artificial Intelligence to please your customers and workforce. The more efficiently you connect and help customers, the more they’ll do business with you, and the churn rate will be reduced.

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Why Netflix Broke Itself: Was It Success Rewritten Through Platform Engineering?

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Let’s take a trip back in time—2008. Netflix was nothing like the media juggernaut it is today. Back then, they were a DVD-rental-by-mail service trying to go digital. But here’s the kicker: they hit a major pitfall. The internet was booming, and people were binge-watching shows like never before, but Netflix’s infrastructure couldn’t handle the load. Their single, massive system—what techies call a “monolith”—was creaking under pressure. Slow load times and buffering wheels plagued the experience, a nightmare for any platform or app development company trying to scale

That’s when Netflix decided to do something wild—they broke their monolith into smaller pieces. It was microservices, the tech equivalent of turning one giant pizza into bite-sized slices. Instead of one colossal system doing everything from streaming to recommendations, each piece of Netflix’s architecture became a specialist—one service handled streaming, another handled recommendations, another managed user data, and so on.

But microservices alone weren’t enough. What if one slice of pizza burns? Would the rest of the meal be ruined? Netflix wasn’t about to let a burnt crust take down the whole operation. That’s when they introduced the Circuit Breaker Pattern—just like a home electrical circuit that prevents a total blackout when one fuse blows. Their famous Hystrix tool allowed services to fail without taking down the entire platform. 

Fast-forward to today: Netflix isn’t just serving you movie marathons, it’s a digital powerhouse, an icon in platform engineering; it’s deploying new code thousands of times per day without breaking a sweat. They handle 208 million subscribers streaming over 1 billion hours of content every week. Trends in Platform engineering transformed Netflix into an application dev platform with self-service capabilities, supporting app developers and fostering a culture of continuous deployment.

Did Netflix bring order to chaos?

Netflix didn’t just solve its own problem. They blazed the trail for a movement: platform engineering. Now, every company wants a piece of that action. What Netflix did was essentially build an internal platform that developers could innovate without dealing with infrastructure headaches, a dream scenario for any application developer or app development company seeking seamless workflows.

And it’s not just for the big players like Netflix anymore. Across industries, companies are using platform engineering to create Internal Developer Platforms (IDPs)—one-stop shops for mobile application developers to create, test, and deploy apps without waiting on traditional IT. According to Gartner, 80% of organizations will adopt platform engineering by 2025 because it makes everything faster and more efficient, a game-changer for any mobile app developer or development software firm.

All anybody has to do is to make sure the tools are actually connected and working together. To make the most of it. That’s where modern trends like self-service platforms and composable architectures come in. You build, you scale, you innovate.achieving what mobile app dev and web-based development needs And all without breaking a sweat.

Source: getport.io

Is Mantra Labs Redefining Platform Engineering?

We didn’t just learn from Netflix’s playbook; we’re writing our own chapters in platform engineering. One example of this? Our work with one of India’s leading private-sector general insurance companies.

Their existing DevOps system was like Netflix’s old monolith: complex, clunky, and slowing them down. Multiple teams, diverse workflows, and a lack of standardization were crippling their ability to innovate. Worse yet, they were stuck in a ticket-driven approach, which led to reactive fixes rather than proactive growth. Observability gaps meant they were often solving the wrong problems, without any real insight into what was happening under the hood.

That’s where Mantra Labs stepped in. Mantra Labs brought in the pillars of platform engineering:

Standardization: We unified their workflows, creating a single source of truth for teams across the board.

Customization:  Our tailored platform engineering approach addressed the unique demands of their various application development teams.

Traceability: With better observability tools, they could now track their workflows, giving them real-time insights into system health and potential bottlenecks—an essential feature for web and app development and agile software development.

We didn’t just slap a band-aid on the problem; we overhauled their entire infrastructure. By centralizing infrastructure management and removing the ticket-driven chaos, we gave them a self-service platform—where teams could deploy new code without waiting in line. The results? Faster workflows, better adoption of tools, and an infrastructure ready for future growth.

But we didn’t stop there. We solved the critical observability gaps—providing real-time data that helped the insurance giant avoid potential pitfalls before they happened. With our approach, they no longer had to “hope” that things would go right. They could see it happening in real-time which is a major advantage in cross-platform mobile application development and cloud-based web hosting.

The Future of Platform Engineering: What’s Next?

As we look forward, platform engineering will continue to drive innovation, enabling companies to build scalable, resilient systems that adapt to future challenges—whether it’s AI-driven automation or self-healing platforms.

If you’re ready to make the leap into platform engineering, Mantra Labs is here to guide you. Whether you’re aiming for smoother workflows, enhanced observability, or scalable infrastructure, we’ve got the tools and expertise to get you there.

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