casestudio

chatbot

voicebot

insurances

Leo will hold 12.8 employees at Generali Česká ovňa

Chatbot Leo has been helping Generali Česká ovna's clients since April 2020 and independently resolves monthly via 8,500 requests. In addition, since 2022, our team has also been strengthened by a voicebot that correctly recognises and routes up to 85 % of requests. It can also verify the client’s identity, which significantly saves operators’ time.

Chatbot Eda in numbers

85%

Voicebot independently verifies and routes 85 % of calls

62 %

Chats will be solved by the chatbot on its own

12.8 FTE*

Saved by Virtual Assistants

(*jobs at HPP)

One of the largest Czech insurance companies, which decided to enter the world of artificial intelligence in 2018. As a new colleague, they welcomed virtual assistant Leo among them. Generali Česká ovna in the Czech Republic employs 3,668 employees and its annual turnover amounts to 37.7 billion. CZK (figures for 2022).

The simplicity of the administration environment won

Before the introduction of virtual assistants from coworkers.ai, Generali Česká ovina used ordinary solutions without AI. On the web, a push-button chatbot helped, and on the customer line the typical voice IVR, which forced you to press zero to repeat the offer. Generali Česká ovna's assignment was clear — they wanted a solution that they could handle themselves and implementation would take place in a short time frame. After the tender process, the company eventually won. coworkers.aiwhich, moreover, delivered solutions at a reasonable price.

More accessible to customers

The gradual increase in chat conversations forced the management of the insurance company to think about partially automating communication with customers. Chatbot Leo, in collaboration with coworkers.ai, has been designed to handle about a third of all requests completely without operator assistance. Voicebot, which replaced push-button IVRs, redirects clients to the right specialist, saving their time spent on the line.

Chatbot solves over 8,500 chats per month

With the increasing popularity of chats, incoming calls began to decrease at Generali Česká ovna's customer care center. This has only confirmed that the management of the insurance company has confirmed that clients prefer a quick and self-service solution. After the first few months of operation, the numbers spoke clearly. Of the 13,700 chats, the robot will check 8,500 of them. This amount corresponds to the work 6 jobs to HPP.

Leo collects achievements

It turns out that a conversational chatbot equipped with artificial intelligence is not only a quality assistant, but also does a lot of work for the company's image as a technology leader. Chatbot Leo is an admirably contrived and crafted chatbot. This is confirmed not only by the clients of Generali Česká ovna, but also by the expert public. See for yourself what awards LEO has already received.

Voicebot authenticates clients so operators don't have to

In order to solve anything with clients, operators must first verify their identity. And it was this routine activity — which takes a good 20 seconds in each call — that the voicebot from coworkers.ai took charge of. Thanks to the integrations, the client easily verifies the identity of the client during the call based on the dictated personal data, finds out the reason for the phone call and then transfers him to a human specialist.

Voicebot verifies and correctly routes 85 % of calls

Generali Česká ovna saves thanks to the implementation of smart IVR voicebot, decrease of switching between operators, customer authentication and other used scenarios 6.8 jobs to HPP. Due to the average number of calls (62,700), the robot currently manages to serve incredible 85% of all phone calls (53,100).

Automated scenarios

Chatbot

Attaching a document

Arrangement of insurance

Insurance payment

Reporting an insurance claim

Voicebot

Settlement of an insurance claim

Update of personal data

Cancellation of contract

Call steering (IVR)

Caller Verification

“Now we think of IVR (call steering) as a channel where we can help the client without having to connect with the operator. At the same time, however, we always give the client the choice of whether they want to do something else as a live operator.”

Yakub Haman

Business owner of Chatbot/Voicebot, Generali Czech Insurance Company

Results

Thanks to virtual assistants, more emphasis is placed in the insurance company on digitalization and modern technologies. Thanks to the introduction of AI, the job content of individual jobs has changed and even a new position has been created methodologist-technologist. The latter has the task of taking care of this technology and developing it. Generali commends that the chatbot met their expectations and opened up new possibilities for them to check in with clients efficiently.

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Leo will hold 12.8 employees at Generali Česká ovňa

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