UNIQA SERVICE BOT: CUSTOMER COMMUNICATION RETHOUGHT
Corporate Innovation • Automation • Digital Transformation
About UNIQA
The UNIQA Group is one of the leading insurance groups in its core markets of Austria and Central and Eastern Europe (CEE). It has approximately 40 companies in 18 countries and serves about 15.5 million customers. With UNIQA and Raiffeisen Versicherung, they have the two strongest insurance brands in Austria and are well positioned in the CEE Markets.
4000
Monthly Active Users
20
Different Skills Across 4 Service Categories
80%
of All Incoming Customer Requests Covered
Roger Baumann
Head of Digital Solutions and Content
UNIQA Insurance Group AG
How we made it happen
Challenge
Like every other company with a strong customer-facing business model, in 2017 the UNIQA Insurance Group was facing a big challenge that we see as a side effect of our fast-paced world.
Customers are used to receiving quick answers and therefore expect support and fast response at any given time. Something that especially in conservative industries like insurance is often hard to achieve in a cost-efficient manner.
The challenge combined with the wish and need of insurance companies to adapt their products and services to a modern and innovative 21st century is the perfect starting point to rethink customer support and improve both customer satisfaction & customer experience.
Approach
After a couple of ideation sessions, it soon became clear what the ideal solution for the above-mentioned challenges is.
An AI-based chatbot, integrated into the public website www.uniqa.at, that is capable of answering the most common questions automatically at any time without human involvement besides initial training, as well as offering the customer 20% of the most common use cases which cover 80% of all incoming customer requests.
To name the most important ones:
- Frequently asked questions about the insurance products
- Calculate health insurance premium
- Tax office confirmation
The main improvements that came along with the implemented solution were the faster response to repetitive customer questions and the 24/7 availability due to the chosen channel.
Result
Through the deep integration of a virtual assistant, we enriched customer communication with a focus on fewer friction points and real-time response. Insurance enquiries, health tips and personalized agent contact info via login are just some of the topics we supported our partner UNIQA Insurance Group AG as an innovation leader in the insurance industry.
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