Speed and accuracy of information are no longer just added value. They have become decisive factors in acquiring prospective clients amid the fierce competition of the insurance industry. Customers today are not only looking for the best products but also for services that are fast, responsive, and reliable.
According to a study by Harvard Business Review, responding to a potential client within one minute can increase the chances of a sale by up to 391%. Furthermore, 78% of customers choose companies that respond first. These figures emphasize that response speed is not only a competitive edge but can also be the key to either winning or losing a client.
As customer expectations continue to rise for instant and personalized services, the pressure on marketing and customer service (CS) teams has also increased. Agents are expected to respond quickly and accurately while building long-term relationships with potential clients.
However, workflows that still rely on manual processes remain a major obstacle. To obtain basic information, agents often have to send emails to the CS team and wait for a response, which takes time.
This causes tasks that should be completed in seconds to become delayed, while operational burdens continue to accumulate. Additionally, the limited availability of skilled talent (human resources) further increases the risk of human error, which can create a domino effect down the line.
This situation shows that reliance on manual systems is no longer relevant in this fast-paced era. The integration of AI-based technologies such as chatbots is believed to be a viable solution to support real-time team collaboration, improve efficiency, and reduce the risk of human error. Without adaptive updates, operational burdens will continue to rise, and the company’s competitiveness will be at risk.
Risks Behind Manual Systems
Amidst rapid technological advancements, many companies still rely on manual operations in running their business processes. Although this approach may feel familiar and easy to execute, manual systems come with various limitations that can hinder efficiency and productivity.
Reliance on manual processes not only slows down workflows but also increases the risk of errors, data inconsistencies, and delays in decision-making. In the long run, this can pose serious challenges, especially when companies face fast-changing market dynamics and ever-increasing customer expectations.
Here are some of the challenges that arise when companies continue to rely on manual systems:
1. Slow Response to Potential Clients
In a manual system, communication between potential clients and customer service (CS) must go through intermediaries namely, the agents. This causes delays in agents’ responses, leading to slower interactions.
This lengthy workflow can reduce the chances of successful closings, as potential clients tend to prefer companies that provide fast and responsive services.
2. Data Input Errors
Agents are fully responsible for recording and inputting prospective client data manually. This opens the door to input errors due to human mistakes or misinterpretations of client information.
These data errors can impact subsequent processes, from the delivery of inaccurate information to complications in policy applications. Without an integrated automated system, validating data becomes more difficult and potentially detrimental to both the company and the client.
3. Dependence on Individuals
Manual systems often depend on certain individuals who are expected to understand workflows and product information comprehensively. When such individuals are unavailable, operations can be significantly disrupted.
This dependence creates risks in service continuity. For example, potential clients may not receive the information they need right away, resulting in a drop in service quality.
4. Scalability Barriers
When workload volumes increase, manual systems often fail to meet demands without adding more agents or other resources. This not only slows down service processes but also reduces satisfaction for potential clients who expect prompt responses.
In the long term, the inability to adopt digital technologies may hinder innovation and operational efficiency, eventually causing a gradual loss of clients.
Maximizing Performance with ARSI Smartbot
Considering the complex operational challenges, insurance companies must undergo digital transformation. One crucial adaptive step is leveraging AI-based technology like chatbots to automate communication flows, reduce dependence on manual processes, and enhance the overall customer experience.
ARSI Smartbot is a solution by KPSG Group, a subholding of PT Anabatic Technologies Tbk. ARSI is designed to help marketing agents access information instantly through integration across various channels.
Anabatic is a leading public IT company in Indonesia that offers technology solutions to meet complex business needs. Through our subholding, we present innovative IT solutions and services to accelerate digital transformation in businesses across Indonesia.
With ARSI Smartbot, insurance agents can work more effectively and efficiently. Some of the key advantages include:
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Fast and Accurate Information Access
ARSI Smartbot is equipped with machine learning technology based on On-The-Fly Training, which enables the system to automatically learn from user interactions and new data without the need for reprogramming. ARSI’s intelligent engine independently develops algorithms based on available data patterns.
This feature significantly helps agents access critical real-time information such as policy status, application letters, and premium details with high accuracy, without relying on manual processes or support teams.
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Available 24/7
Through a combination of artificial intelligence (AI) and integrated live agent support, ARSI can automatically handle inquiries while also providing the option to transfer to a human agent when necessary.
Moreover, ARSI supports multiple communication channels, making it easily accessible for agents. This promotes work efficiency, accelerates information flows, and maintains service quality.
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Reduces CS Workload & Increases Efficiency
ARSI Smartbot can automatically respond to common agent inquiries, from policy status to premium information, without relying on the customer service (CS) team. This advantage enables agents to work faster and more efficiently while reducing CS workload.
As a result, the expectations of potential clients for fast, accurate, and personalized information and responses can be effectively met.
Improve your company’s service quality to become faster, more accurate, and more responsive with ARSI Smartbot. Create a competitive advantage through services that are always available and adaptable to customer needs in the digital era.
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