UNIQA Service Bot:

Customer Communication Rethought

“We definitely enjoy the collaboration with the TheVentury. The team is competent, creative and responsive in finding solutions for what we have in mind. They also showed patience in dealing with a conservative insurance company on its way through Digital transformation.”

Roger Baumann – Channel Manager UNIQA

Real time responses

Integration of virtual assistant

Enriched customer communication

Through the deep integration of a virtual assistant we enriched customer communication with 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 on which we supported our partner UNIQA Insurance Group AG as an innovation leader in the insurance industry.

The Problem

State of the art customer support

Like every other company with a strongly customer oriented business model, 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 support to be available at any given moment with fast response times.

This, especially in conservative industries like the insurance industry, is often hard to achieve in a cost-efficient manner.

The challenge combined with the wish and need of insurances to adapt their products and services to the innovative spirit of the 21st century, was the perfect starting point for UNIQA to rethink customer support and to improve both customer satisfaction and customer experience.

The Solution

AI based chatbot to fulfill common customer requests

After the workshop with UNIQA, it soon became clear what the ideal solution for the above-mentioned challenges is.

An AI based chatbot, integrated in the public website www.uniqa.at, that is capable of answering the most common questions automatically at any time without human involvement (besides the initial training), as well as offering the customer with 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.

The Solution

AI based chatbot to fulfill common customer requests

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 in 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 with 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.

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