PFI Mega Life Insurance Leverages Conversational AI to Automate Customer Service

Meli, the AI-powered insurance chatbot, supports Bahasa and English languages and is available on web and WhatsApp

PFI Mega Life Insurance, a joint-venture between US-based Prudential Financial Inc. and Indonesian PFI Mega Life Insurance collaborated with to build Meli, an AI-powered customer service tool.


  • Addresses user queries related to insurance policies, plans, benefits and claim submission processes
  • Built-in COVID-19 risk assessment tool
  • Capable of answering 50+ unique questions and their variations
  • Average accuracy of over 96%
  • Allows users to download policy documents on web and WhatsApp
  • Supports OTP-based user validation

Available on:

Website | WhatsApp

Language Support:

Bahasa | English


Indonesia-based PFI Mega Life Insurance wanted to automate customer service using an AI-powered self-service tool that provides information about the company’s insurance products, plans and benefits. With the implementation of Meli, the company wanted to reduce the number of inbound calls, improve turnaround time, and ensure product as well as process related information is easily accessible without having to browse the website.

The insurance chatbot Meli, uses an OTP-based validation protocol to verify user identity and enable them to download policy documents on the web and WhatsApp. Besides, the AI chatbot has a built-in COVID-19 risk assessment tool that helps users determine their risk for contracting the coronavirus.

About PFI Mega Life Insurance:

Established in 2011, PT PFI Mega Life Insurance is a joint venture between Prudential Financial Inc. and CT Corpora. PFI Mega Life offers an array of life insurance products which cater to a wide range of customers, from large entities to individuals. Its product offering includes investment-linked insurance products and credit shield insurance.

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