New
Delhi, December 29, 2025 : Axis Max Life Insurance Limited (“Axis
Max Life” / “Company”), formerly known as Max Life Insurance Company Limited,
has significantly improved customer experience through the deployment of an AI-powered
Core-Converse email bot that has helped reduce customer email query
resolution time by 30%. This transformation ensures faster, more accurate
responses, reinforcing Axis Max Life’s commitment to delivering superior
service and convenience to policyholders.
The
AI-led system, now automates up to 80% of customer email queries with 95%
response efficiency, enabling customers to receive relevant answers much
faster. By embedding advanced AI into its service architecture, Axis Max Life
is streamlining query processing, accelerating response timelines, and
enhancing operational agility, all while maintaining compliance and empathy
through a human-in-the-loop approach for complex cases.
Manu
Lavanya, Senior Director and Chief Operations Officer, Axis Max Life,
said, "Our digital-first strategy is focused on creating transparent,
faster outcomes for customers. With this Agentic AI-led transformation we are
delivering tangible results for our customers, reducing email resolution time
by 30% and ensuring faster, more accurate responses. By leveraging AI at scale,
we are not just optimizing workflows but redefining the policyholder
experience. This initiative bridges complexity and clarity, ensuring service
remains intuitive and efficient as we grow.”
Beyond
customer-facing benefits, the transformation is bringing a positive impact on
internal operations. As routine queries are automated, employees are being
upskilled and redeployed to higher-value roles, reflecting Axis Max Life’s
long-term commitment to workforce enablement and continuous improvement.
About
Axis Max Life Insurance Limited (https://www.axismaxlife.com)
Axis
Max Life Insurance Limited, formerly known as Max Life Insurance Company
Limited, is a Joint Venture between Max Financial Services Limited (“MFSL”) and
Axis Bank Limited. Axis Max Life Insurance offers comprehensive protection and
long-term savings life insurance solutions through its multi-channel
distribution, including agency and third-party distribution partners. It has
built its operations over two decades through a need-based sales process, a
customer-centric approach to engagement and service delivery and trained human
capital. As per annual audited financials for FY2024-25, Axis Max Life has
achieved a gross written premium of INR 33,223 Cr.