Tan Chong Group vehicle owners can now handle insurance issues much easier with AI
In a bold move toward digital transformation, Tan Chong Insure and GoInsuran have introduced their AI-powered virtual assistants, KYRA and MONA, developed in collaboration with Golly CRM and powered by GoCar Technologies. These smart chatbots are designed to redefine how insurance works, providing 24/7 support, human-like conversations, and instant quotations.
KYRA and MONA bring a host of features aimed at improving user experience and efficiency. Notably, both chatbots are fluent in the three main languages used in Malaysia, namely Bahasa Malaysia, English and Mandarin. At this point I don’t think anyone is surprised that Tamil is not included in any way despite Indians being one of the 3 main races in this country.
Moreover, all that aside, users can switch languages seamlessly within the same conversation. Whether guiding users through policy add-ons like windscreen or flood protection, simplifying the renewal process, escalating complex queries to live agents or capturing leads any time of day, these AI assistants ensure every customer interaction is smooth, accurate and accessible.
Both AI bots are also fully compliant with PDPA (Personal Data Protection Act) regulations and are designed to relieve pressure on call centers by handling repetitive tasks. With built-in analytics, they deliver actionable insights that allow the companies to better understand customer behavior and improve services over time.
On top of that, this not only boosts cost efficiency but also enhances consistency and response speed across platforms. Joshua Yong, Head of Tan Chong Insure, highlights the initiative’s significance, stating, “This is more than just automation. It’s about combining human empathy with digital efficiency.”
“Our goal is to ensure every customer feels supported—whether online, offline, or somewhere in between. With KYRA and MONA, we’re bridging convenience and connection in the future of insurance.” He added.
Now live online, KYRA and MONA provide a seamless, 24/7 experience. MONA (My Online Needs Assistant) embodies warmth and care, resolving queries with empathy and allowing human agents to focus on more complex cases. KYRA (Know Your Right Answer), on the other hand, emphasizes clarity and speed, helping customers make informed decisions.
As the insurance sector continues its digital evolution, KYRA and MONA represent Tan Chong Group’s commitment to innovation and customer-first solutions. While not the first to introduce AI, the group is focused on creating smarter, more meaningful engagement, not just automating, but enhancing the entire customer journey.
