case study

chatbot

voicebot

insurance

Leo covers the work of 12.8 employees at Generali Česká pojišťovna

Chatbot Leo has been assisting clients of Generali Česká pojišťovna since April 2020, autonomously handling over 8,500 requests per month. Additionally, since 2022, a voicebot has joined the team, handling up to 90 % of requests without operator assistance.

Chatbot Eda v číslech

90 %

calls are handled autonomously by voicebot

62 %

chats are handled autonomously by chatbot

12.8 FTE*

saved by virtual assistants

(*full-time equivalent positions)

Generali Česká pojišťovna, one of the largest Czech insurers, decided to venture into the world of artificial intelligence in 2018. They welcomed a new colleague, virtual assistant Leo, into their midst. They have 3,668 employees in the Czech Republic and an annual turnover of 37.7 billion CZK (data for 2022).

The simplicity of the administration environment won

Prior to implementing virtual assistants from coworkers.ai, Generali Česká pojišťovna used a conventional, non-AI solution. A button-based chatbot assisted on the website, while the customer service hotline relied on typical voice IVR, prompting callers to press zero to repeat the menu. Generali Česká pojišťovna's directive was clear – they sought a solution they could manage independently and implement swiftly. Following a selection process, coworkers.ai emerged victorious, delivering the solution at a reasonable price.

More accessible to customers

Gradual increase in chat conversations prompted the insurance company's management to consider partially automating customer communication. Chatbot Leo, developed in collaboration with coworkers.ai, was designed to handle approximately one-third of all requests without operator assistance. The voicebot, which replaced button-based IVR, directs clients to the right specialist, saving them time on the line.

Chatbot handles over 8,500 chats monthly

With the growing popularity of chats, incoming calls to Generali Česká pojišťovna's customer care department began to decline. This reinforced the insurer's belief that customers prefer quick, self-service solutions. After the initial months of operation, the numbers spoke for themselves. Out of 13,700 chats, the robot handles 8,500. This volume equates to the work of 6 full-time equivalent positions.

Leo's successes

It turns out that a conversation chatbot equipped with artificial intelligence is not just a quality assistant but also enhances the company's image as a technological leader. Chatbot Leo is a remarkably well-conceived and executed chatbot. This is confirmed not only by clients of Generali Česká pojišťovna but also by the professional community. See for yourself what awards LEO has already received.

Voicebot verifies customers, saving operators' time

To address any client concerns, operators must first verify their identity. This routine task – which takes up to 20 seconds in each call – is now handled by the voicebot from coworkers.ai. Thanks to integrations, the voicebot easily verifies the client's identity during the call based on dictated personal details, identifies the reason for the call, and then transfers it to a human specialist.

Voicebot independently resolves 90 % of calls monthly

Through the implementation of an intelligent IVR voicebot, a decrease in call transfers between operators, customer verifications, and other scenarios, Generali Česká pojišťovna saves 6.8 full-time equivalent positions. Considering the average number of calls (62,700), the robot currently manages to handle an incredible 90 % of all calls (56,300).

Automated Scenarios

Chatbot

Document attachment

Insurance policy arrangement

Insurance payment

Insurance event notification

Customer zone login

Voicebot

Insurance event settlement

Personal data update

Policy cancellation

Call steering (IVR)

Caller authentication

“We are now considering IVR (call steering) as a channel where we can help clients without the need to connect them to an operator. However, we always give the client the choice to ask a live operator anything."”

Jakub Haman

Business owner of Chatbot/Voicebot, Generali Česká pojišťovna

Results

Thanks to virtual assistants, the insurance company places greater emphasis on digitization and modern technologies. With the introduction of AI, the nature of work at individual positions has changed, and a new position, methodology technologist, has even been created. This role is responsible for managing and developing this technology. Generali praises the chatbot for meeting their expectations and opening up new opportunities for efficient customer service.

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