In global insurtech,customer service is about building trust across languages,time zones,and cultural nuances.Remark,a global insurance technology giant operating across multiple continents,needed to deliver personalized,compliant service in English,Japanese,Malay,and more—without exponentially increasing headcount.The answer:Instadesk's AI-powered outbound voicebot.
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 demands.
Customers speak English,Japanese,and Malay.Traditional manual outbound struggles to cover all languages efficiently.Separate language-specific teams drive up costs.
2.Sales&service efficiency bottlenecks.
Conversion rates limited by individual agents'language proficiency and communication skills.Inconsistent performance means missed opportunities.
3.Customer experience gaps.
Slow response times,no 24/7 service.Prospects in different time zones receive calls at inconvenient hours or miss them entirely.
The Solution: Instadesk's AI-Powered Multilingual Engine
1.Multilingual intelligent outbound calling.
Supports English,Malay,Japanese.English greetings for North America,Malay payment reminders for Southeast Asia,Japanese contract notifications for Japan.
2.Advanced NLP+ASR+TTS.
Real-time intent understanding,natural responses,handling of complex insurance queries requiring contextual understanding.
3.Sales simulation training.
AI simulates real customer conversations for risk-free practice of multilingual scripts.Improves conversion rates when agents engage 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.
