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 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.
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