How a Leading Insurance Company Improved Efficiency & CX
公司规模
Large Corporate
国家
- Other
产品
- Haptik Conversational AI
- Zuri Chatbot
技术栈
- Conversational AI
- Intelligent Virtual Assistant
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 功能应用 - 企业资源规划系统 (ERP)
- 分析与建模 - 预测分析
适用行业
- 金融与保险
服务
- 软件设计与工程服务
- 系统集成
关于客户
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.
挑战
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.
解决方案
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.
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