An AI chatbot for Smart Tech Insurance Brokers

Smart Tech Insurance Brokers LLP is a composite insurance broker licensed by the Insurance Regulatory and Development Authority of India for both life and general insurance, based in Anna Nagar, Chennai. Its public website lists licence number 731.

The firm places cover for individuals and families (motor, health, travel, home and life insurance) and for businesses (business, project, property, marine, liability, employee benefit and crime insurance). Its site also explains that customers can compare and buy car and bike insurance online, get help filing claims, and renew expired policies, with WhatsApp and phone as the routes to a person.

That is a wide spread of products and a lot of repeated questions: what a policy covers, which documents a claim needs, how a renewal works. It is the kind of workload where a chatbot can answer the routine questions and pass the rest to the broker's staff.

We built an AI chatbot for Smart Tech Insurance Brokers. The client's own account of the project, quoted in full below, confirms three things about how it went:

• the project was delivered within the promised timeline;
• the Smart Tech team asked for additional features that were not in the original plan, and we built them;
• changes based on their feedback were made promptly.

This matches how we run RAG chatbot and AI agent projects in general: agree a first scope, put a working version in front of the people who know the business, and keep adjusting it against their real questions.

An insurance broker is a regulated intermediary, so a chatbot speaking for one carries more weight than a chatbot on a shop website. The questions we work through with any insurance or financial services client include:

• Where answers come from. Answers about cover should come from the insurer's policy wordings and the broker's own documents, not from a general model's memory. That is what retrieval-augmented generation is for.
• What the bot must not do. It should not promise that a claim will be paid or quote a premium it cannot stand behind. Those go to a licensed person.
• When to hand over. A customer in the middle of a claim needs a human quickly, by phone or WhatsApp, with the conversation so far attached.
• What personal data it collects. Names, phone numbers and policy details are personal data under India's DPDP Act, 2023, so the bot should ask only for what it needs.

We have not published usage figures, response times or the number of questions the chatbot handles, because we have not measured them in a way we can stand behind. The licence and product details above come from Smart Tech's public website, and the quote is copied word for word from the review on our Google Business Profile.