Gibraltar BSN unveiled the latest enhancement to its intelligent Chatbot

Gibraltar BSN Life Berhad (Gibraltar BSN) has introduced the most recent update to its intelligent Chatbot, GINA (Gibraltar INtelligent Assistant). It is the first insurance provider in Malaysia to let customers buy protection plans using a chatbot.

The insurance provider, no stranger to firsts in the Malaysian life insurance industry, was the first to send out e-Policies via WhatsApp, and GINA was the first Chatbot to be able to converse in both English and Bahasa Malaysia. The life insurer recently introduced a new avatar to better connect with customers.

The digital age has had a seismic impact on how the insurance sector functions in today’s world of quick technological innovation. To meet and exceed their customers’ expectations for protection, insurance firms are expected to provide seamless, personalized, and quick services.

“User experience is key and with the newly enhanced GINA, not only can she suggest protection solutions based on enquiries, customers can now immediately purchase a direct product through the Chatbot. Like most new innovations that disrupt established industries, the advantages of Chatbots are far reaching. With near limitless capacity and accessibility, GINA goes well beyond just adding automation to our customer service. GINA is an efficient way to upscale our customer experience and support.” Gibraltar BSN’s Chief Executive Officer, Lee Kok Wah said.

Gibraltar INtelligent Assistant

Chatbot technology is no stranger in most sectors in Malaysia. The global AI Chatbot market size is only expected to grow bigger with research citing an estimated compounded annual rate of growth of more than 26.2% by 2026.

Customers can now chat with GINA to purchase Gibraltar BSN’s four simple and affordable direct insurance plans; i-Care, a term life insurance plan from RM9.75 per month, i-Med, a medical card plan from RM41.85 per month, i-Protect, a critical illness coverage plan from RM7.60 per month, and i-FlexCover, a subscription-based insurance product from only RM3.90 per month.  

Gibraltar BSN will be further upgrading GINA for greater personalisation and customer experience while continuing to explore and leverage new technologies to meet ever evolving consumer needs.

Kok Wah added, “According to research, 45.8% of customers would rather contact a business through messaging than email. The newly enhanced GINA is line with our aim to make insurance more accessible and convenient to a wider group of Malaysians. As we continue our mission to Protect Dreams, GINA will play a pivotal role in transitioning towards cognitive intelligent customer service.” 

Everyone is welcome to chat with GINA at www.gibraltarbsn.com, on Whatsapp at 03-2298 2477 and on Gibraltar BSN’s official Facebook page.