Bots to resolve queries and AI solutions to help customers renew their policies automatically and even measure calorie intake... Giving a glimpse into insurance in the tech age, Girish Nayak of ICICI Lombard General Insurance Co Ltd says companies are tailoring their offerings for efficiency and personalised experiences. An app developed by the company is helping retail and corporate customers use features such as tele-consultation and homecare. And newly launched AI-based features are helping them understand their health vitals and calorie intake, Nayak, the company's chief, Customer Service, Operations and Technology, told PTI in an interview. He said ICICI Lombard is one of the first among the large insurance companies to move its core applications to the cloud and is looking at cloud for its transformative possibilities. Excerpts from an exclusive interview: Q: How is ICICI Lombard leveraging digital technology to push insurance policy sales, and drive growth? A: Big data and analytics are helping organisations like ours in understanding customer needs better.

Private sector insurer ICICI Lombard is using artificial intelligence (AI) and machine learning to not only improve claims processing and settlement but also to detect frauds in segments such as motor and health insurance. Girish Nayak, Chief of Customer Service, Operations and Technology, ICICI Lombard General Insurance, said the company is looking to use AI in various aspects of operations. "We use machine learning to figure out when the surveyor is assessing motor claims to see which parts are outliers. Auto parts are priced differently across the country, but in case some garage charges very high, the algorithm can throw it up. It shows anything which is five per cent too high or too low as an outlier," Nayak said.