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Client Overview
Our client is a large-scale insurance provider running a high-volume outbound sales operation across multiple regions and languages. Their contact center runs continuous campaigns for policy sales and upselling to an existing customer base.
With a diverse, multilingual customer pool and an in-house CRM at the center of their daily operations, the client needed automation that could sell accurately and respond in real time when customers raised questions mid-conversation.
The Challenges: Low Reach, Language Barriers, Inconsistent Pitches
The sales team was stretched thin. Agents manually dialed leads, struggled through language gaps, and relied on memory rather than policy documentation during live calls. Three problems built up daily:
- Limited Outbound Capacity: Human agents could dial only a set number of numbers per shift. High-potential leads went cold. Upsell opportunities on existing policies slipped through simply because there was no bandwidth to reach customers consistently.
- Language and Localisation Gaps: Serving a multilingual customer base with a fixed team meant many customers received generic, poorly localised outreach. Language mismatch eroded trust and pulled down conversion rates on outbound campaigns.
- Inaccurate, Off-Script Responses: When customers asked about coverage details, exclusions, or premium changes mid-call, agents improvised. Answers varied by rep, creating compliance risks and customer confusion that ended deals before they closed.
Our Intelligent Solution
We connected Thunai directly into the client's existing stack, linking Thunai MCP to their in-built CRM and deploying outbound call automation via the Vonage platform. The result is a unified, always-on sales system.
- Automated Outbound at Scale: Thunai Omni now runs 400+ outbound calls daily through Vonage, targeting leads for policy sales and upsell campaigns. Every call is triggered based on contact data, with no manual dialing.
- Multilingual Conversations: Thunai handles calls in 200+ languages natively, matching the customer's preferred language from the first word. This removed the single biggest conversion barrier for the client's regional campaigns.
- Interruption-Ready, Policy-Accurate Responses: Thunai Brain pulls in the client's SOPs, policy documents, and coverage guidelines into one knowledge base. When a customer cuts in mid-call to ask about a specific clause or exclusion, Thunai responds instantly, accurately, and in line with compliance requirements (without any improvisation or hallucinations).
- Live CRM Sync via Thunai MCP: Every interaction writes back to the client's in-built CRM in real time. Call outcomes, customer responses, and upsell flags are logged automatically, giving the sales team a current pipeline without any manual data entry.
Conclusion
Thunai gave a capacity-constrained sales team the reach of a multilingual, always-active outbound operation.
Policy accuracy went up, language barriers came down, and the CRM stays current without manual input. The client now runs more campaigns, reaches more customers, and closes more policies, around the clock.
