Insurance
How Acko Insurance Used AI Agents to Handle 15,000 Daily Calls, Without Adding a Single Agent
Acko Insurance deployed SubVerseAI's AI agents across inbound and outbound voice to autonomously handle over 15,000 customer calls per day, up from 6,000. The result: zero call wait times, a 6× lift in outbound engagement, 55% of inbound queries resolved without human intervention, and ₹1 crore in annual GST savings.
EXECUTIVE SUMMARY
Acko Insurance had 10,000+ daily inbound calls drowning in a broken IVR, outbound engagement stuck below 10%, and ₹40 lakhs per quarter leaking in unclaimed GST credits. SubVerseAI deployed AI agents across inbound voice, outbound renewals, and partner follow-ups integrated with Acko's existing CRM, telephony, and WhatsApp Business API, no infrastructure replacement required. Production-ready in 10 weeks.
Result: 15,000 daily autonomous calls. 55% AI resolution. Zero wait times. ₹1 crore saved annually.
Key Results at a Glance
Metric | Before SubVerseAI | After SubVerseAI |
|---|---|---|
Outbound Engagement Rate | <10% (IVR) | >60% (AI Agents) |
Daily Calls Handled Autonomously | 6,000 | 15,000 |
Inbound AI Resolution Rate | ~0% | 55% |
Customer Call Wait Time | 2–3 Minutes | 0 Seconds |
GST Leakage (per quarter) | ₹40 Lakhs | ₹15 Lakhs |
Annual GST Savings | - | ₹1 Crore |
"SubVerseAI has become our always-on frontline. Our agents now talk to real buyers, not just phone numbers. During Diwali, we handled 3× the volume without missing a single lead."
- Gaurav Daga, Product Head, Acko Insurance
The Challenge : Growth That Legacy Systems Couldn't Handle
Acko Insurance is one of India's fastest-growing digital insurers. But as policy volumes scaled, three operational problems were compounding quietly, each one expensive on its own, together they were becoming a ceiling on growth.
Problem 1 - Outbound was broken.
Renewal reminders, claim updates, and policy notifications ran through a traditional IVR. Engagement sat below 10%. More than 9 out of every 10 outbound contacts went unacknowledged. Human agents spent their time manually chasing low-intent leads instead of converting real buyers.
Problem 2 - Inbound was creating friction.
Over 10,000 calls per day hit a complex IVR tree. Customers were misrouted, held for 2–3 minutes, and transferred between departments. Repeat calls were climbing. CSAT was under pressure.
Problem 3 - ₹40 lakhs per quarter was leaking silently.
Partner garages weren't filing GST invoices on time. Acko was losing up to ₹40 lakhs every quarter in unclaimed tax credits. One employee was manually chasing hundreds of garages. It was unsustainable.
"Growth is a great problem to have, but our legacy systems were turning it into a customer experience crisis. We were either failing to reach our customers effectively or making them navigate a maze to reach us."
- Vishwanath R, CPTO, Acko Insurance
Why Acko Chose AI Agents, Not Another IVR Upgrade
The obvious answer was to upgrade the IVR or add headcount. Acko made a different call.
The problem with IVRs isn't configuration, it's architecture. An IVR routes. A chatbot answers FAQs. Neither resolves. What Acko needed was an AI agent that could understand what a customer was trying to do, take action inside their systems, and close the interaction, without a human in the loop for every step.
SubVerseAI's ConVerse platform was evaluated and a pilot was run across 50,000 outbound reminders. Results were visible within the first two weeks. Full deployment followed.
Importantly, nothing had to be ripped out. SubVerseAI integrated directly with Acko's existing policy database, CRM, WhatsApp Business API, and partner ledger. No infrastructure overhaul. No parallel system migration. The AI agents sat on top of what Acko already had.
How It Was Deployed - Week by Week
(CXOs want timeline early moved here intentionally)
Weeks 1–2
Integration with Acko's policy database, CRM, WhatsApp Business API, and partner garage ledger. AI agents trained on Acko's product vocabulary, policy types, compliance requirements, and escalation rules.
Weeks 3–4
Pilot launch 50,000 outbound reminders. Live performance tracked against baseline IVR engagement rates.
Weeks 5–10
Engagement rates, inbound resolution rates, and GST recovery figures reviewed. Optimisations made based on real call data.
Week 11 onward
Full deployment across Acko's entire policy base, inbound and outbound, voice and WhatsApp.
The honest part: The first two weeks required Acko's IT team to map policy database fields and configure CRM API access. It took slightly longer than a standard integration due to the complexity of Acko's policy data structure. That upfront work is what made the subsequent performance possible and it's why the 30-day pilot exists: to surface and solve those specifics before full commitment.
What the AI Agents Actually Did
Outbound Renewals and Lead Qualification
AI voice agents replaced the outbound IVR for renewal reminders, claim status updates, and lead qualification. Each call was personalised referencing the customer's specific policy, renewal date, and account context not a broadcast message.
After each call, relevant details and payment links were automatically sent via WhatsApp, creating a two-channel experience that matched how customers actually communicate.
Outbound engagement moved from below 10% to over 60%.
Inbound Support, 55% Resolved Without a Human
Every inbound call was handled by an AI agent from the first ring. No IVR menu. No hold queue.
The AI agent identified caller intent in real time, fetched policy and account data, resolved 55% of queries autonomously policy details, ticket creation, information updates, payment confirmations and transferred the remaining 45% to the right human agent with a full call summary already loaded. Human agents walked into every complex call with complete context. No repetition for the customer. No wasted time for the agent.
Partner GST Recovery ₹1 Crore Saved Annually
AI agents took over the entire partner garage follow-up process. The system proactively contacted garages by voice and email, reminded them of pending invoices, and sent structured lists of the specific invoices requiring action on a schedule, without any human management.
GST leakage dropped from ₹40 lakhs per quarter to ₹15 lakhs. Annual saving: ₹1 crore. Zero additional headcount.
"The GST recovery alone delivered an incredible ROI. But the real win was transforming our customer experience. With SubVerseAI, we are providing the instant, digital-first service our customers expect and doing it more efficiently than ever before."
- Vijeta Marwah, Chief Product Manager, Acko Insurance
Is This Relevant If You're Not a Digital-Native Insurer?
Acko is a digital-first insurer built on modern infrastructure from day one. If you're running a traditional contact centre with legacy telephony, an established CRM, and a Genesys or Avaya setup, you might be wondering whether this translates.
It does and here's why.
SubVerseAI integrates with existing telephony infrastructure. It does not require you to replace your contact centre platform. The AI agent layer sits on top of your current stack, connects to your existing CRM and policy systems via API, and works within your existing WhatsApp Business API setup.
The same deployment model pilot on one workflow, prove the numbers, expand works regardless of whether your infrastructure is five years old or fifteen.
If you want to understand specifically how this maps to your stack, that's exactly what the 30-minute conversation is for.
What SubVerseAI Products Powered This
ConVerse - AI-Powered Omnichannel Engagement
ConVerse handled every inbound and outbound customer interaction for Acko across voice and WhatsApp. Real-time intent detection, live policy data access mid-conversation, warm handoff with full context, and support for 30+ languages natively.
AgentVerse Autonomous Workflow Execution
The partner garage GST follow-up automation ran on AgentVerse coordinated AI agents executing multi-step follow-up workflows, sending structured emails, tracking invoice status, and updating records without human involvement at any step.
