Client & Industry
Client: Swiss Insurance Company
Industry: Insurance
Challenge
The insurance company received over 500 customer inquiries daily via phone, email, and web chat. The average wait time was 12 minutes, customer satisfaction was just 62%. Seasonal spikes after storm events regularly overwhelmed the 15-person support team.
Solution
Our Solution: Multilingual AI Agent for Customer Service
We developed an intelligent AI agent that handles customer inquiries in all four national languages (DE, FR, IT, EN) instantly – around the clock.
The solution includes:
- Natural Language Understanding: The AI agent understands customer concerns in context, recognizes intent, and responds in natural language – not with pre-built templates.
- Seamless System Integration: Direct access to policy data, claims, and FAQ database. The agent can provide information, give status updates, and process simple changes.
- Intelligent Escalation: For complex inquiries, the customer is routed to the right specialist with full context – no repetition needed.
- Continuous Learning: The agent continuously improves through support team feedback. New product information is integrated within hours.
Implementation was phased: first email and web chat, then phone. Within 6 weeks, the AI agent was active across all channels.
Results
70% Inquiries automatically resolved
94% Customer satisfaction
350,000 CHF Annual savings
< 1 min New wait time
Testimonial
“Our customers love the instant help in all national languages. The quality of responses exceeds our expectations – and our team can focus on the truly complex cases.”
Head of Customer Service
Customer Service Lead, Swiss Insurance Company
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