MetLife’s India JV taps virtual reality for customer service

Customers can use VR headsets to learn about the firm’s products and services in a unique and entertaining manner

Insurance News

By Gabriel Olano

PNB MetLife, a joint venture between the US-based insurance giant and Punjab National Bank of India, has released “conVRse”, a pioneering on-demand virtual reality (VR) customer service platform.
The technology behind conVRse was developed in collaboration with LumenLab, MetLife’s Singapore-based innovation center. It provides a differentiated, immersive, and personalized experience to customers wearing a VR headset. While wearing the headset, customers experience a 3D simulated environment where they interact with Khushi, a virtual life insurance expert.
“What I like about virtual reality is that it allows the customer to be the protagonist in their own financial journey,” said Zia Zaman, LumenLab’s CEO and MetLife Asia’s chief innovation officer. “We are delighted to launch this technology first in India. Our customers will have the unique opportunity to experience VR for the first time, to solve real-world servicing issues.”
The launch was held at PNB MetLife’s regional office in Hyderabad, with guests of honor Shri T. S. Vijayan, chairman of the Insurance Regulatory Development Authority of India (IRDAI) and Shri Nilesh Sathe, an IRDAI member for life insurance.
Following the launch event, conVRse will be available initially at 15 branches in 10 cities across India. In the second phase, PNB MetLife plans to provide its insurance agents with VR equipment and to set up conVRse zones at partner banks’ ATMs.

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