Give SBI Life an agentic persistency and servicing layer that converses with its bank-channel policyholder base — renewal reminders, revival journeys, and service queries in vernacular voice — protecting the persistency ratios that drive embedded value.
India's largest private life insurer by new business premium, majority-owned by SBI and distributing predominantly through SBI's ~22,000 branches alongside agency and digital channels.
Public factPersistency ratios (13th/61st month) are headline disclosed metrics for Indian life insurers and a stated management focus across the sector; IRDAI scrutinizes lapse behavior and mis-selling.
Public factThe bancassurance base skews mass-market and semi-urban — policyholders acquired at a bank counter who may have no relationship with SBI Life directly and lapse silently.
Reasoned inferenceRenewal outreach at this base's scale is likely SMS-heavy with thin vernacular calling coverage; branch staff who sold the policy rarely own its renewal.
Reasoned inferenceServicing queries (fund value, premium receipts, maturity, nominee changes) likely land on branches and a stretched contact center in limited languages.
Seller hypothesis — validateValidate with the account team before outreach: Current renewal-calling coverage and persistency by channel/cohort · Policy-admin API readiness for real-time premium-status grounding and in-channel payment · Whether persistency outreach is owned centrally or fragmented across bancassurance circles
Limited internal ability or appetite to build the core platform — strong candidate for the packaged solution
Evidence: A distribution powerhouse, not a technology builder: its digital estate is vendor-delivered, and there is no visible internal conversational-AI engineering; sector pattern is buying persistency and servicing technology from platforms.
Why they won't build the full stack: An insurer whose edge is the SBI branch network has no rationale to build speech, telephony, and evaluation infrastructure; the stack must arrive packaged, IRDAI-conformant, and integrated to policy admin.
Persistency improvement and bancassurance productivity are recurring themes in disclosed metrics and management commentary
GTM implication: The pitch lands on the insurer's own headline KPI — propose a control-group persistency pilot, the metric management already reports
Sector-wide IRDAI attention to lapse rates, surrender values, and conduct
GTM implication: Logged, script-bounded revival conversations double as a conduct-compliance upgrade
| Workflow | Why it matters here | Value | Complexity | Speed | Channels |
|---|---|---|---|---|---|
Renewal-premium reminders & grace-period conversations Every due policy gets a two-way vernacular conversation before grace-period end, with in-channel payment; persistency measured by cohort. | Persistency is the highest-leverage economic metric in life insurance; each point of 13th-month persistency protects years of premium. Friction today: SMS reminders are ignored; calling coverage reaches a fraction of due policies; the bank branch that sold the policy owns no renewal follow-up. | VoiceWhatsAppSMS | |||
Lapse-revival campaigns Structured revival conversations explaining dues and steps, guiding documentation, and completing payment in-channel; revival rates instrumented. | The lapsed-policy pool is recoverable premium; IRDAI-framed revival windows create a structured re-engagement opportunity. Friction today: Revival outreach is campaign-batch calling with generic scripts; health-declaration and payment steps lose customers midway. | VoiceWhatsApp | |||
Policy servicing & branch-deflection line Grounded vernacular self-service on top servicing intents; branches and humans reserved for claims and complex changes. | Fund value, receipt, maturity-date, and nominee queries flood branches and the contact center from a base of tens of millions of policies. Friction today: Policyholders default to the SBI branch, interrupting bank staff; contact-center languages are limited; answers vary. | VoiceWhatsAppApp chat |
Voice & channel orchestration, telephony, conversational execution, session/state, routing, integration build. Capability coverage validated during implementation.
API access to these systems is the critical-path dependency.
Identity-bound sessions, policy-bounded actions, 100% audit logging, human approvals at defined points, in-tenant intelligence.
All figures are modelling estimates from the labeled inputs above — nothing here is customer-provided yet. The pilot's first job is replacing these assumptions with SBI Life Insurance's measured baseline. Package price covers implementation only; recurring usage billed separately.
Why this package for SBI Life Insurance: Two-three workflows (renewal/persistency, revival, policy servicing) with policy-admin integration across voice and WhatsApp in many languages — scale scope with obvious transform expansion once persistency lift is proven.
Packages cover implementation and integration only. Recurring costs are billed separately: Tilicho Labs platform usage (~$0.15/call-min indicative, usage only), Google Cloud consumption, telephony/carrier charges, managed operations, and support & optimization. No package includes unlimited usage.
“Persistency is the metric the street prices; guaranteed vernacular coverage of every due and lapsed policy is the most direct persistency lever available at bancassurance scale.”
“One policy-admin integration powers renewal, revival, and servicing conversations nationwide — replacing fragmented campaign dialers with a governed platform.”
“Renewal coverage goes from capacity-limited sampling to 100% attempted, and SBI branch interruptions drop as servicing self-serves.”
“Cohort-level persistency dashboards replace month-end surprises; every conversation, promise, and payment is attributed.”
“Script-bounded, fully logged conversations strengthen IRDAI conduct posture — especially on revival calls where mis-selling sensitivity is highest.”
“A single point of 13th-month persistency at this premium base dwarfs platform cost; usage pricing keeps the case clean for a pilot-then-scale procurement.”
Written from this account's own research — the strategic signal, the capability gap, the entry workflow, and the modelled economics — not a mail-merge template. Pick the moment and the persona, edit anything, then copy or open in your mail client.
Customer-safe by construction: drafts are composed only from customer-facing fields. Account tier, build-vs-buy classification, priority score, internal routing, and partner-commercial detail are not inputs to the composer, so they cannot appear in a draft. Money figures are always framed as modelled from the customer's own volumes. Read before sending — you own what goes out.
India's largest private life insurer by new business premium, distributing through SBI's ~22,000-branch bancassurance machine into every district of India — renewal-premium, persistency, and servicing conversations at a scale no insurer's call capacity matches.
Persistency pilot: automated vernacular grace-period conversations for one state's due-policy cohort, measured against matched control on 13th-month persistency and revival rate.
Entry: Renewal-premium reminders & lapse-revival conversations · Scale package · 10–14 weeks to production across priority workflows. Human fallback throughout; success thresholds agreed before build.
Start the pursuitResearch-based priority-account universe assembled from public information, market scale, communication volume, and solution fit. This is NOT an authoritative list of top Google Cloud customers; existing Google Cloud relationships are noted only where publicly reported. Validate every account with the account team before outreach.