Revolutionizing Customer Support in the Takaful Industry: Watania Takaful’s Success Story
Customer Company Size
Large Corporate
Region
- Middle East
Country
- United Arab Emirates
Product
- Verloop.io Conversational AI Platform
- WhatsApp Business API
- Facebook Chatbot
- Website Chatbot
Tech Stack
- Conversational AI
- Multilingual Support
- Omnichannel Support
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
Technology Category
- Analytics & Modeling - Machine Learning
- Functional Applications - Remote Monitoring & Control Systems
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Watania Takaful provides a range of takaful products, including motor, health, travel, home, and personal accident coverage. It operates in compliance with Islamic Shari’ah principles and UAE Federal Law. In 2021, Watania Takaful merged with Noor Takaful, solidifying its position as one of the foremost takaful providers in the UAE. The company is headquartered in Dubai, UAE, and has branches in Sharjah, Deira, and Abu Dhabi. Watania Takaful is committed to offering Shari’a-compliant insurance solutions, which are rooted in mutual cooperation and shared responsibility, providing an alternative to conventional insurance. The global Takaful market is growing rapidly, and Watania Takaful is well-positioned to capitalize on this growth, given its strong presence and comprehensive range of products.
The Challenge
As a prominent takaful provider, Watania Takaful consistently encounters a multitude of inquiries ranging from claims processing, policy renewals, purchasing new insurance policies, to general queries, and even the registration of complaints. This diverse array of customer interactions is a testament to Watania Takaful’s widespread presence across the UAE region and the diverse needs of its clientele. With no presence of a unified platform, customers had to rely on either visiting the branches or IVR systems for the needful. Thus increasing the resolution time of any query or sales.
The Solution
Considering the encountered challenges and the diverse customer base, Watania Takaful, in collaboration with Verloop.io, introduced an omnichannel, multilingual customer support system across various platforms: Website, WhatsApp, and Facebook. They unveiled the Conversational AI platform, offering seamless interactions in both English and Arabic. This bilingual capability significantly broadened their accessibility and catered to a wider audience base, ensuring that customers could engage comfortably in their preferred language. The conversational AI solution was launched to resolve various queries, including claim requests, new takaful enquiries and renewals, suggestions and complaints, general enquiries, emergency roadside assistance, and buying motor insurance. Customers could apply for claims, enquire about new products, register complaints, and even buy insurance for their cars through the conversational bot, Ameena.
Operational Impact
Quantitative Benefit
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