UNIQA SERVICE BOT: CUSTOMER COMMUNICATION RETHOUGHT
Corporate Innovation • Automation • Digital Transformation
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.
Monthly Active Users
Different Skills Across 4 Service Categories
of All Incoming Customer Requests Covered
Head of Digital Solutions and Content
UNIQA Insurance Group AG
How we made it happen
Like every other company with a strongly 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 expect quick answers and therefore also support is available at any given time with fast response times.
Something which especially in conservative industries like the insurance industry is often hard to achieve in a cost-efficient manner.
This challenge combined with the wish and need of insurances to adapt their products and services to a modern and innovative 21st century, is the perfect starting point to rethink customer support to improve both customer satisfaction and customer experience.