The Challenge
PhonePe Insurance runs large-scale outbound calling campaigns to sell motor and health insurance policies to millions of potential customers across India. These campaigns are inherently high-volume, repetitive, and cost-intensive — the kind of work that strains traditional call centre operations.
With human agents, the cost per minute of calling was ₹6 — a significant operational expense at the scale PhonePe operates. More critically, agent connectivity rates hovered at around 48%, meaning more than half of all outbound calls were never answered or handled effectively. Every unanswered call represented a missed opportunity and a wasted cost.
Scaling the programme further with human agents was not economically viable. PhonePe Insurance needed a solution that could handle high call volumes consistently, at a fraction of the cost, without compromising on call quality or compliance.
The Solution
RevRag deployed its AI Calling Agent for PhonePe Insurance's outbound motor and health insurance campaigns. The agent was trained on product details, policy comparisons, common objections, and compliance requirements — capable of conducting natural, human-like conversations at scale.
Key Capabilities
Natural Language Calling at Scale
RevRag's AI Calling Agent conducts outbound calls in natural language, handling the full sales conversation — from introduction and product pitch to objection handling and next steps.
Smart Retry Logic
The agent automatically retries unanswered calls at optimal times based on historical connectivity patterns, significantly improving the chances of reaching each customer.
Compliance-Ready Conversations
All calls are conducted within pre-defined compliance guardrails — ensuring consistent, accurate, and regulation-compliant communication across every interaction.
Seamless Handoff to Human Agents
For complex queries or customers who specifically request a human, the AI agent seamlessly transfers the call along with a full conversation summary — so the human agent picks up exactly where the AI left off.
Real-Time Analytics
Every call generates structured data — disposition codes, objection patterns, conversion signals — giving the team full visibility into campaign performance.
Before & After
Before RevRag
After RevRag
The Outcome
The results were immediate and significant. Cost per minute dropped from ₹6 to ₹2.5 — a 58% reduction — allowing PhonePe Insurance to run the same calling volume at dramatically lower cost, or to scale their campaigns without a proportional increase in spend.
Customer connectivity improved from 48% to 65% — a 35% relative improvement — meaning substantially more potential customers were reached and engaged in each campaign cycle. More connections meant more opportunities to present, explain, and sell.
Critically, the AI Calling Agent removed the hard ceiling on scale. Where human agent capacity was constrained by hiring, training, and shift management, RevRag's AI could handle any call volume on demand — making large-scale campaigns operationally feasible for the first time.
Conclusion
For PhonePe Insurance, the AI Calling Agent solved two fundamental problems at once: the economics of outbound calling and the practical limits of scale. By replacing high-cost, low-connectivity human calling with an AI agent that costs less and reaches more customers, RevRag transformed what was a cost centre into a scalable, high-performance growth channel.
The partnership demonstrates that AI-driven outbound calling is not a futuristic concept — it is a practical, deployed reality delivering measurable results for one of India's largest financial platforms today.