The digital revolution in the insurance industry: Chatbot Freeda by e-bot7 supports customers with contract questions

The digital revolution in the insurance industry: Chatbot Freeda by e-bot7 supports customers with contract questions

This article was originally published by Insurlab Germany.

freeyou puts an end to complicated insurance information and time-consuming policy processes. Founded in 2018, the startup is revolutionising the insurance industry by providing easy, fast, and secure car insurance. With its car insurance, freeyou ensures its customers to remain mobile always and everywhere. Flexibility and good customer service are key differentiators of success in the insurance industry today, as customer expectations have shifted immensely in recent years. Today, customers expect round-the-clock service on all channels that is fast, reliable, and thorough.

To meet the increasing customers’ expectations, freeyou was looking for a solution to scale quickly while relieving its service team at the same time. In addition, it was crucial for the startup to be able to fully automate recurring customer service requests. That’s why they have chosen e-bot7’s Conversational AI platform. Since the end of April, the owl Freeda, in form of a smart chatbot, is supporting their customer service – around the clock, 7 days a week. While customers’ preferred channels vary, the e-bot7 Conversational AI platform ensures consistent customer service across all channels, devices, or platforms.

Chatbot Freeda is centrally integrated as a hovering chat bubble on freeyou’s homepage and supports customer questions about car insurance, policies, damage reports or questions asked via free text input. The technology behind Chatbot Freeda is a hybrid system of Agent+AI by e-bot7. In case the chatbot does not know an answer, it passes it on to a human colleague. This way, the smart bot constantly learns during operational hours and is able to answer independently the next time the same question arises again.

Dennis Bosser, Product Owner at freeyou explains: “Thanks to the fast onboarding process, it took just under 3 weeks from signing the contract to the go-live of Chatbot Freeda. We are super happy with e-bot7’s Conversational AI solution and have received a lot of positive feedback from our customers for Freeda so far!”

In the past month, around 1100 chats have been conducted via Chatbot Freeda. This makes an average of 40 chats per day, with which Chatbot Freeda relieves the freeyou service team and supports customers quickly and efficiently. The current level of automation is currently 98%, which is an enormous success for the young start-up after such a short time in operation.

The cooperation between freeyou and e-bot7 is a showcase project for the digitisation of the insurance industry, thanks to a high level of automation and the ever-increasing automation rate of the smart chatbot.

About freeyou

freeyou was founded in Cologne in 2018 with the aim of revolutionising the insurance industry. Currently, they are on the market with a purely digital car insurance. Their vision is to free their customers from annoying paperwork and incomprehensible insurance gobbledygook as well as to automate as many processes as possible while remaining customer-centered to the highest extent. More information about freeyou (in German) can be found here.

About e-bot7

With its multilingual NLP algorithm, AI hybrid solution and low implementation effort, e-bot7 is one of the most innovative AI providers worldwide. The solution of the company, which is based in Munich, London, Amsterdam, and Paris, automates enquiries and processes in customer service, 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 named to the Forbes “30 Under 30” list and has scaled the company to 95+ FTEs in just 4 years. More information about e-bot7 can be found here.

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