AI Driven Chatbots in Conversational Marketing & Advertising

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The School of Business and Management (BBA), CHRIST (Deemed to be University), Pune Lavasa Campus — ‘The Hub of Analytics,’ organized a guest lecture on “AI-Driven Chatbots in Conversational Marketing and Advertising” for third-year BBA students. The session, conducted on the 13th and 15th of October 2025 from 10:30 AM to 11:30 AM, was held at the Seminar Hall, Management Block. The event was part of the BBA303-5L- Digital Marketing Analytics course, aimed at integrating real-world industry insights into academic learning. The distinguished speaker for the session was Mr. Anubhav Bengani, Relationship Manager at Policy Bazaar and an alumnus of the 2022 BBA Business Analytics batch of CHRIST University, Pune Lavasa. The lecture served as an enriching learning experience that bridged theoretical understanding with practical industry applications.

Mr. Bengani commenced the lecture by introducing the evolution of Artificial Intelligence (AI) in marketing, focusing particularly on the emergence of AI-driven chatbots as a transformative tool in conversational marketing. He traced the journey of chatbots from rule-based response systems to sophisticated AI-driven interfaces powered by Natural Language Processing (NLP) and Machine Learning (ML). Drawing from his professional experience at Policy Bazaar, he elaborated on how AI chatbots have become crucial in improving customer engagement and satisfaction within the insurance sector. He demonstrated how these systems handle routine inquiries, guide users through policy comparisons, and provide instant support, thus allowing relationship managers to focus on complex, human-centered tasks.

One of the core discussions centered on how chatbots enhance the customer journey by offering personalized interactions. Mr. Bengani explained how chatbots are designed to provide tailored policy recommendations, send timely reminders about renewals or upgrades, and maintain 24/7 customer support. This continuous engagement, he emphasized, builds stronger customer loyalty and improves conversion rates. Students learned that AI-driven automation not only improves efficiency but also optimizes marketing and sales operations by minimizing human error and accelerating response times. The lecture highlighted how integrating AI tools into customer service ecosystems contributes to better lead management and data-driven marketing strategies.

Mr. Bengani also provided a technical overview of the backend functioning of AI chatbots. He described how chatbots at Policy Bazaar are integrated with core Customer Relationship Management (CRM) systems and insurance databases. Through real-time data processing, these bots can interpret queries, access policy details, detect fraudulent activities, and escalate complex issues to human representatives when necessary. This intelligent automation supports not just customer-facing operations but also internal workflows, thereby streamlining claims processing and administrative efficiency. Students gained insights into how AI-driven systems can enhance compliance, accuracy, and responsiveness in financial and insurance services.

The session concluded with an engaging Q&A segment where students inquired about the ethical use of AI, data privacy, and the evolving role of marketers in an AI-driven world. Mr. Bengani emphasized the importance of balancing automation with empathy, ensuring that human oversight remains central in customer interactions. Overall, the guest lecture successfully met its objective of familiarizing students with the applications of AI in modern marketing and advertising. It underscored the transformative potential of conversational AI in shaping business-customer communication, aligning perfectly with the university’s vision of nurturing analytical, industry-ready graduates equipped with technological competence and strategic insight.


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