From costly outbound calls to a voicebot matching live agents’ performance
SWISS LIFE had long struggled with high outbound call costs and unstable human resources in its call center. Many operators worked only part-time, leading to frequent capacity shortages and inconsistent call quality.
Chatbot Eda in numbers
100%
of outbound calls handled by the voicebot
7 %
sales success rate
2 FTE*
saved thanks to the voicebot
(*jobs at HPP)
The main goal was to find a scalable solution that would reduce outbound calling costs, ensure a stable flow of quality leads, and maintain sales performance at the level of live agents.
Solution
SWISS LIFE implemented an outbound voicebot originally built on NLP technology. Over time, the system was enhanced with a Large Language Model (LLM) to maximize understanding and conversational naturalness.The voicebot contacts clients who haven’t interacted with the company for some time and schedules meetings with financial specialists. These specialists then review contracts and perform cross-selling activities.
Key benefits
100 %
of outbound calls handled by the voicebot without any operator involvement
Voicebot
manages the entire process – from the initial contact to booking a meeting
Performance
equals that of human operators with a 7% sales success rate
Integration and operation
Currently, the solution is not connected to a CRM system – it operates on a simple “drag & drop” database principle, allowing extremely fast campaign launches without technical barriers.Future plans include CRM integration to automate contact uploads, track the entire customer journey, and optimize lead management in real time.
Why SWISS LIFE chose coworkers.ai
“We chose coworkers.ai mainly because of their proactive approach. They reached out to us, presented the possibilities, and recommended concrete steps to achieve the best results. We also appreciate that the solution could be customized precisely to our needs.” Jaroslav Ingerle, Head of Call Center, SWISS LIFE
Implementation and challenges
The biggest challenge wasn’t the bot’s accuracy, but how quickly internal processes could adapt. The bot achieved high success rates from the very first campaigns, so it was necessary to quickly scale up consultant capacity to handle the meetings.
Real impact
Thanks to automation, SWISS LIFE has saved up to 70% of monthly call costs, gained a stable source of quality leads, and eliminated dependence on human resources. The bot has delivered not only cost savings but also consistent performance, essential for revenue planning and forecasting.
Chatbot will be up and running within 2 weeks
At first, we were worried whether the voicebot would be reliable. Today, after more than a year in operation, I can say that when the bot isn’t calling, consultants immediately ask why – they want quality leads. That’s the best proof that the solution works.
Jaroslav Ingerle
Head of Call Center, SWISS LIFE
By deploying an outbound voicebot, SWISS LIFE reduced operational costs by more than 70%, maintained human-level call quality, and paved the way for further automation and integration.
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