PNB MetLife Unveils Its First Customer Service AI App: ‘khUshi’ In New Digital Campaign

PNB MetLife, one of the top 10 private life insurance companies in India (fiscal 2018), launched “khUshi - PNB MetLife’s first customer service App powered with Artificial Intelligence (AI) and speech recognition capabilities. khUshi provides pre-emptive suggestions and provides answers to details such as viewing fund value, updating contact and KYC details, setting reminders for policy due date and much more. khUshi’s speech recognition capabilities aspire to make customer servicing a convenient and efficient form of communication with real time solutions.

To announce the launch of this app, PNB MetLife engaged into a script that is not only informative but also highlights a homely situation with a touch of humour. The premise of the film is set in a regular home where a melodramatic wife reads an article about men cheating on their wives and begins to believe that her husband could be one of them. This is due to his constant verbal conversations on his phone with a woman called ‘khUshi’. The playful tone moves into a revelation by the husband accepting the alleged claim with the punchline - #khUshiKiBaat. Here after he continues the playful tone and introduces his wife to ‘khUshi’ – PNB MetLife’s app that helped him update his address at the convenience of his fingertips.

Explaining this satirical choice of script, Mr. Nipun Kaushal, Chief Marketing Officer, PNB MetLife said, “PNB MetLife’s innovation journey began with conVRse, a virtual reality initiative. And our customer centricity lens was taken forward with ‘khUshi’. For the film, we wanted to make the situation quite relatable to our audience and picking a simple yet comical scenario helped us achieve it. The film not only touches a chord with people through its humorous tone but also highlights how ‘khUshi’ can make policy handling for customers very convenient. Hopefully our consumers will enjoy it as much as we did.” khUshi App is a project in collaboration with Lumen Labs - An innovation arm of MetLife`