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Scout InsurTech Interview with Domu

Writer's picture: Andrew DanielsAndrew Daniels

Domu is an AI-powered voice bot. They seek to streamline customer communication for insurance companies. Andrew Daniels sat with COO, Isabela Rodriguez, and CEO, Nick Diaz, to learn more about how Domu is impacting the industry.





What is Domu’s client focus?


We work with big banks and insurance companies in the financial services world. We work mostly on retail banking products such as credit card loans and personal loans, collecting money via calls for them. Now, in the insurance industry, we work with insurance carriers and brokers with high volumes of calls in their operations, usually in personal lines. We have the highest volume of calls in health insurance and auto insurance. We also work with life insurance companies.

 

What does your product do?


Domu revolutionizes how insurance companies and banks engage with customers through AI-powered voicebots and omnichannel communication (phone, chat, email). By leveraging intelligent customer profiling, Domu optimizes communication strategies—choosing the best channel, language, timing and cadence. With seamless integration into CRMs (Salesforce, Hubspot), call center systems (Genesys, Convoso), core financial systems (Transact, Finacle) and payment processors (Stripe), Domu streamlines operations. Customizable conversation flows and real-time analytics empower clients to automate sales, retention and debt recovery, enhancing efficiency and results across financial services.


How much capital have you raised?

 

We're profitable, but we got accepted by Y Combinator for the summer batch, so Y Combinator invests half a million dollars in the companies that get accepted. Previous to that, we raised some angel checks, so in total we have raised around $600K.

 

What growth metrics have you accomplished over the last 12 months?

 

We're doing more than 1.5 million calls per month. The last six months have been crazy. We have had exponential growth. We kicked off the company eight months ago. That's when we closed our first customer, and after two months of working with them to develop our first version of the product then we started to expand our sales.

 

Within your domain, what is the current challenge that the industry is facing?

 

It’s painful to manage a call center because it’s the highest turnover operation for banks and insurance companies. Whether it's an internal call center or a third party, you have to be training people almost daily or weekly. All of the call center managers we talk to don't know if the people interacting with their customers or potential customers deeply know or even care about the products they offer. They also feel that by this lack of training, it's hard for people to care as much as they do for their customers and the customer experience. 


The second challenge is the ability to experiment. We have heard a lot of frustration from call center managers trying to change their sales or collections strategy in the calls. Usually how it works is you dial a hundred people, and out of those people, 10 answer with one converting. You don't have any visibility on why they converted. What we do is we take that data, return our voice spot and improve the way the interaction goes. We give insights to our clients, so they have more visibility over what's happening in these calls to allow for more experimentation. We realized that the probability of selling increases when you hear a voice that’s familiar to you over the phone. For example, if you're from New York and have a voice from New York, your likelihood for buying something is higher. Every state where we operate, we have a different voice.

 

How does Domu take a unique approach to providing value?

 

Our unique approach is focusing on one vertical, which in our case is collecting money and selling insurance. We don't do anything else, and we focus on that because we know that the value we're providing to our customers is improving their metrics. There’s no way that we can keep our customers if we're not selling policies or collecting enough money. If their ROI are not there, they're not going to pay for our service. Every day we're obsessed as much as they are with hitting their sales targets or metrics. We improve our product extremely fast in a focused way when we know that if it's not moving the needle for our clients it's not moving the needle for us. Everything that we do on every line of code that we write is focused on improving the metrics for them.

 

What inspired the team to start this company?

 

I had the opportunity to work closely with the call-center operations at banks like Bank of America and Wells Fargo. People would tell me they feel like robot humans just following a script. I’m obsessed with saving time for people and helping them achieve their potential. One thing I’m seeing from what we do is people are being trained to do another job that’s more fulfilling for them. Many banks that we work with are insurance companies. They are starting to do a great job at retraining people to more revenue-generating areas like marketing, sales and engineering. My hope is that by automating the repeating tasks, we unlock that time for people to focus on what they actually want to do.

 

Can you share any goals for the next 12 months?

 

Our goal is we want to be helping one hundred banks and insurance companies across the Americas. We also have customers in Brazil, Colombia, Argentina and Mexico, so we want to keep expanding and save people time. One of the most important metrics is how much time we're saving, but it's only going to happen if we keep growing our customer base.





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