How a Leading Insurance Company Improved Efficiency & CX
Customer Company Size
Large Corporate
Country
- Other
Product
- Haptik Conversational AI
- Zuri Chatbot
Tech Stack
- Conversational AI
- Intelligent Virtual Assistant
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
- Analytics & Modeling - Predictive Analytics
Applicable Industries
- Finance & Insurance
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Zurich Insurance Group is one of the largest and most experienced insurers in the world. It has been entrusted by its customers for 30 years to secure their futures and offer financial security to their families and businesses. As a leading insurance brand with a large customer base, the company received enormous volumes of queries and service requests. Zurich partnered with Haptik to build a conversational solution to help boost efficiency. The company is known for its commitment to providing reliable insurance services and has a reputation for being a trusted partner in securing the financial futures of its clients.
The Challenge
Catering to customers' insurance needs effectively is vital for insurance companies, especially as people often reach out to insurance providers after an accident, illness, or natural calamity. Zurich sought to serve its customers in their moment of need while addressing several key business challenges. These included ensuring 24/7 availability of customer care to attend to queries during and outside business hours, instantly resolving customer queries while providing relevant information and guidance, and making support seamless and easily accessible to customers to boost customer satisfaction.
The Solution
Haptik built Zuri, an Intelligent Virtual Assistant, to address Zurich’s core challenges and improve its business efficiency. Zuri allows Zurich's customers to instantly manage existing policies and enables faster query resolution by guiding customers step-by-step. It seamlessly routes queries to human experts when necessary and swiftly handles routine tasks such as modifying personal details, making claims and withdrawal requests, and handling callback requests. The platform was implemented on Zurich's website, focusing on lead generation and customer care, to ensure that customer interactions are efficient and effective.
Operational Impact
Quantitative Benefit
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