How HDI automated lead generation
The insurer HDI belongs to Talanx AG, Germany’s third-largest insurance group. HDI covers liability, accident, property and motor insurance both for private individuals and business customers. The Talanx Group has about 23,000 employees.
HDI was looking for an innovative and interactive chatbot integration to support its sales process. The aim was to establish a process in which the customer could integrate an additional driver into their existing vehicle policy via a chatbot. Studies have shown that the probability of a purchase is higher if customers are able to chat with the company before buying. Today, customers prefer direct communication with their service providers, not filling out a static form.
The challenge was to select a suitable use case for the lead generation chatbot, as well as the ability to map the entire purchase process, including the payment via PayPal integration, with a chatbot.
HDI has evaluated internal use cases and decided on a driver circuit extension. HDI offers its customers the option of adding additional drivers to their insurance policy for a limited period of time. Via chatbot Lizzy, customers can now flexibly register an additional driver at any time.
HDI has integrated the e-bot7 solution on its website for this purpose. Chatbot Lizzy processes inquiries about the driver circuit extension and guides the customers through the process including payment completion. This process is completely automated, i.e. HDI does not have to allocate internal resources and can be completed in just three minutes. The customer receives a confirmation by email including the policy as a PDF document. By integrating backend systems and the external payment provider PayPal, HDI is able to offer an outstanding customer experience with maximum flexibility.