AI Agents in Customer Service
A Swiss insurance company faced the challenge of meeting rising support inquiries in four languages. Our AI agent solution automates 70% of all inquiries, is available 24/7, and has increased customer satisfaction by 25%.
Before
Average wait time
8-12 minutes
First-contact resolution rate
45%
Availability
Mon-Fri, 8am-6pm
Cost per contact
CHF 12-18
Language coverage
DE, FR
After
Average wait time
< 30 secondsFirst-contact resolution rate
78%Availability
24/7/365Cost per contact
CHF 2-4Language coverage
DE, FR, EN, ITAI Agent Capabilities
Natural Language Processing
The agent understands natural language, colloquialisms, and context-dependent inquiries in DE, FR, EN, and IT.
Context Awareness
The agent knows the customer history, open cases, and can conduct multi-step conversations with context.
Transactional Capability
Independent execution of address changes, appointment bookings, claims reports, and document dispatch.
Intelligent Escalation
Detection of emotions and complexity – seamless handover to human agents with full context when needed.
Results
Automation rate
Availability
Cost reduction
Customer satisfaction
Languages
Wait time