Ceylinco Life introduces 24/7 accessible ‘Ceylena’ friendly chatbox | Daily News


Ceylinco Life introduces 24/7 accessible ‘Ceylena’ friendly chatbox

Anyone browsing Ceylinco Life’s website can now meet ‘Ceylena,’ the life insurance leader’s newly introduced virtual assistant who is available 24/7 to answer all insurance related questions instantly and point visitors to specific web pages that would be of use.

The Chatbot or Artificial Conversational Entity sits at the bottom right corner of the home page of www.ceylincolife.com, and upon clicking, offers the option to engage as a ‘New Customer,’ an ‘Existing Customer,’ or simply as someone interested in finding out answers to frequently asked questions (FAQs).

Visitors can currently engage with ‘Ceylena’ through text chats in English, but this feature will soon be available in Sinhala and Tamil too, the Company said.

New customers can ask ‘Ceylena,’ just about any general enquiry that would enable them to pick the right policy for themselves – be it life insurance, a retirement plan, or to plan for a child’s education; know more about Ceylinco Life; find the closest branch; know about payment options and methods; and even make appointments to meet with a sales agent.

Existing customers can inquire about basic policy details and can make service requests such as policy changes, address change, contact details change and add benefits among other things, once they provide their policy number or national identity card number to ‘Ceylena.’

‘Ceylena’ also provides answers to FAQs including to questions about reviving lapsed policies, claims, bonuses, cancellations, credit card standing orders and loans.

Ceylinco Life Managing Director and CEO Thushara Ranasinghe said: “Ceylena is expected to change the way consumers, especially the younger generations, interact with our brand. The chatbot will be constantly accessible 365 days of the year, round the clock and its response time will be faster than even the best manned live chat service. The best things about it is that ‘Ceylena’ can engage with an infinite number of different chats simultaneously, so no one will be put on hold or have to wait for a response hereafter.”

Customers will be authenticated via a one-time password (OTP), which makes ‘Ceylena’ a secure platform. Although this chatbot is currently only on the Life Insurance’s leader’s corporate website, it will soon make an appearance on the Company’s Facebook page and other social media channels too. A chatbot is a computer programme that simulates human conversation through voice commands, text chats or both. Chatbot applications streamline interactions between people and services, enhancing customer experience. They offer new opportunities to improve the customers’ engagement process and operational efficiency.

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