While the insurance industry has traditionally been more risk-averse, today it is faced with the challenge of adapting to customer expectations that have changed in recent years. With new media and platforms emerging, customer habits are changing, and so is how they interact with a company. Nowadays, round-the-clock service across all channels is expected to be fast, reliable and precise.
At e-bot7, we automate customer conversations with our leading conversational AI platform. With our smart solution, integration is possible on all channels and in any language. You can get started within a few minutes thanks to our plug & play technology. The solution can be controlled directly from the business unit and, thanks to its simplicity, not only supports the specialist department but also the agents. While customers’ preferred channels vary, our AI solution ensures consistent customer service across all channels, devices, or platforms. This drastically reduces waiting times for customers and increases customer satisfaction. This allows insurers to scale their customer service volume and provide a better customer experience 24/7 while reducing costs.
HDI was also faced with this task as an insurer to adapt to the changes brought by digitisation. Various factors were decisive for the selection of a suitable provider for a chatbot:
“We were looking for an innovative and interactive way to integrate a chatbot into our sales process. We found that with e-bot7!”, says Mirijam Dieser, who is responsible for the chatbot in online marketing at HDI.
e-bot7 implemented Chatbot Lizzy for HDI on the website. The challenge was to select a suitable use case for the chatbot for lead generation and to map the entire purchase process including the payment via the PayPal integration with a chatbot. The customer should be able to add another driver to their existing insurance policy quickly and easily directly via the chatbot. HDI said: “Chatbot Lizzy from e-bot7 is now one of our best service agents because 35% of the customers who chat with Lizzy make the deal. And not only that: thanks to Lizzy, our customer satisfaction has also increased significantly!”
The process is fully automated, which means that HDI does not have to use any internal resources. With the chatbot Lizzy, HDI is able to offer its customers an outstanding customer experience with maximum flexibility and to meet the changed expectations.
HDI Lebensversicherung AG offers individual advice and solutions in the areas of risk insurance and old-age provision. HDI Versicherung AG offers property insurance solutions for private and corporate customers as well as special solutions for the liberal professions. HDI is part of Talanx AG, Germany’s third-largest insurance group. HDI covers liability, accident, property and motor vehicle insurance for both private individuals and business customers. The Talanx Group employs around 23,000 people.
With the multilingual NLP algorithm, the AI hybrid solution, and low implementation effort, e-bot7 is one of the most innovative AI providers worldwide. The solution from the company, based in Munich, London, Paris, New York and Amsterdam, automates customer service inquiries and processes, analyses incoming messages, and supports customer service employees with suggested answers. This reduces the average processing time by up to more than 80%. The company works with more than 250+ of the most prestigious international clients and has won over 20 awards. The founding team consisting of Fabian Beringer, Xaver Lehmann and Maximilian Gerer was added to the Forbes “30 Under 30” list and scaled the company to 95+ FTEs within just 4 years. Further information is available here.
This article was originally published on InsurLab Germany.