You can’t walk down a street in any Tier 1 or 2 city anywhere in the world without bumping into an ad for insurance. They’re everywhere—billboards, posters, agents knocking on doors. It’s clear: everyone’s trying to sell you insurance. And on the surface, these products all seem the same. Some might cover a few extra things, some have slightly better premiums, but in the end, the real difference isn’t in the policy you pick. It’s what happens after you buy it.

Imagine this: you’ve just bought health insurance. You’re not thinking about the fine print until you actually need it—say, for a surgery. Now you’ve got questions: Is this covered? What’s the claim process like? How do I upgrade my policy? You reach out to customer service, and here’s where things can go south. If the experience is clunky, if you’re left on hold, if your query bounces between departments—it’s a problem. And while you might not leave a bad review, you’re definitely not singing praises about that insurer to your friends or family.

The same thing happens when you’re buying something as simple as a refrigerator. Walk into any electronics store, and you’re faced with a wall of choices. Most of them have similar specs, similar prices. But your decision doesn’t end with the purchase. Down the line, if something goes wrong and you need to deal with customer service, that’s where trust is either built or broken. If the process is smooth, you’re more likely to stick with that brand. If it’s a hassle, not only will you avoid that brand for other purchases in the future, but you’ll also let others know about your poor experience.

This is the key pain point we’re solving at NLPearl.ai. We’ve built an AI call agent that doesn’t just sound human—it acts human. Your customers get instant responses, quick resolutions, communicates in their preferred language and a support experience that matches the quality of the product. Because, let’s face it, a good product is only as good as the support behind it.

So, while companies are busy refining their products, they need to remember that the real test comes when customers need help. That’s where loyalty is won—or lost.

By Reuben D’silva, Regional Sales Executive | Asia Pacific