In the fast-paced world of global insurtech, customer service is not just about answering questions—it's about building trust across languages, time zones, and cultural nuances. For Remark, a global insurance technology giant operating across multiple continents, the challenge was clear: how do you deliver personalized, compliant, and efficient service to customers speaking English, Japanese, Malay, and more—without exponentially increasing your workforce?
The answer came from Instadesk's AI-powered intelligent outbound calling system.
Customer Profile
Remark is a global insurance technology giant serving customers across multiple regions. With operations spanning North America, Southeast Asia, and Japan, the company faces complex challenges in multilingual customer service, compliant outbound calling, and sales efficiency optimization.
The Challenge: A Global Scale, A Fragmented Approach
As Remark expanded its footprint, its traditional manual outbound calling model began to show cracks. Three core challenges emerged:
1. Multilingual Customer Service Demands
Customers in different countries and regions use different languages—including English, Japanese, and Malay. Traditional manual outbound calls struggle to efficiently cover all languages, and maintaining separate language-specific teams drives up operational costs.
2. Sales & Service Efficiency Bottlenecks
The traditional outbound calling model relies heavily on human agents. Conversion rates are limited by the language proficiency and communication skills of individual sales personnel. Inconsistent performance means missed opportunities.
3. Customer Experience Gaps
Manual outbound calling has slow response times and cannot provide 24/7 service. This directly impacts customer satisfaction, as prospects in different time zones receive calls at inconvenient hours or miss them entirely.
Remark needed a solution that could scale globally without scaling headcount linearly. They needed intelligence, not just manpower.
The Solution: Instadesk's AI-Powered Multilingual Engine
Instadesk deployed a comprehensive AI outbound calling system tailored to Remark's unique needs, providing cutting-edge solutions in the industry.
1. Multilingual Intelligent Outbound Calling
The system supports multiple languages including English, Malay, and Japanese, providing truly localized services tailored to customers in different regions:
• English greetings for North American customers
• Malay payment reminders for Southeast Asian customers
• Japanese insurance contract notifications for customers in Japan
2. Advanced NLP + ASR + TTS Technology Support
Under the hood, Instadesk leverages a powerful combination of Natural Language Processing (NLP), Automatic Speech Recognition (ASR), and Text-to-Speech (TTS) technologies. This allows the AI to understand customer intent in real-time and respond naturally, handling complex insurance queries that require contextual understanding.
3. Sales Simulation Training
Instadesk's AI simulates real customer conversations to help Remark's sales teams practice multilingual scripts in a risk-free environment. This training module helps improve conversion rates when agents engage with real customers.
The Results: Measurable Impact Across the Board
The partnership with Instadesk delivered measurable improvements across Remark's global customer engagement operations:
• 20%+ Higher Sign-Up Rate
• 30% Lower Labor Costs
• 50% Higher Outreach Efficiency
• 24/7 Service Coverage
Looking Ahead
Building on the success of this implementation, Remark continues to expand its use of Instadesk's AI capabilities across new markets and languages. The results achieved to date have established a new benchmark for how the company engages customers globally.
Remark's experience shows that with the right technology partner, financial services organizations can deliver personalized, multilingual customer service at scale.
