A leading Japanese insurer tackles the renewal challenge
In the insurance industry, renewals represent one of the most important sources of profitability. Yet, traditional renewal operations are often slow, costly, and difficult to scale effectively.
A leading digital insurer in Japan faced these challenges head-on—manual calls and emails struggled to engage policyholders efficiently, while rising labor costs limited growth. To address these issues, the company partnered with Dyna.Ai to deploy an AI Voice Agent, introducing automation, intelligence, and natural interaction to transform the renewal experience.
Why traditional renewal methods were falling short
- Labor Shortages & Rising Costs: Recruiting and training staff for outbound calls became increasingly difficult and expensive.
- Inefficient Outreach: Emails and SMS had low open and response rates, while manual calls were time-consuming and inconsistent.
AI-powered, context-aware renewal outreach
Dyna.Ai's AI Voice Agent leverages large language models and contextual understanding to optimize customer engagement. It communicates in natural, human-like conversations, guiding policyholders smoothly through the renewal process.
Key Features:
- Real-Time Intent Detection & Dynamic Scripting: The AI engaged customers in natural, context-aware conversations, adapting responses in real time to guide them smoothly toward renewal.
- Automated Categorization & Follow-Up: Calls were automatically tagged (e.g., High Intent, Follow-Up, Declined), allowing staff to focus on priority cases efficiently.
Expected business impact
Once fully rolled out, the AI Voice Agent is expected to deliver significant value to insurers enhancing both operational efficiency and customer engagement:
- Scalable Customer Engagement: Able to instantly reach large volumes of policyholders, even during peak renewal periods or marketing campaigns, ensuring timely and consistent service.
- Operational Efficiency & Cost Reduction: Automation reduces manual workloads, streamlines renewals, and allows human agents to focus on strategic, high-value tasks.
- Enhanced Customer Experience: Natural, context-aware conversations improve engagement, trust, and satisfaction among policyholders.
- Unlocking Sales Potential: By removing operational bottlenecks, the solution empowers insurers to handle surges in customer activity with ease—releasing front-end sales potential and driving business growth.
Transforming insurance renewals
By adopting Dyna.Ai's AI Voice Agent, this insurer turned a labor-intensive renewal process into a fully automated, intelligent workflow. The solution not only reduced costs but also enhanced customer engagement, improved operational efficiency, and provided actionable insights for better decision-making.
This case demonstrates the power of intelligent voice automation to revolutionize insurance operations while delivering a seamless, human-like customer experience—setting a new standard for digital insurance innovation.
