Dôvera Health Insurance company introduces conversational AI for its 1.7M insured customers

Dôvera Health Insurance company introduces conversational AI for its 1.7M insured customers

Dôvera Health Insurance Company offers its services and fulfils the healthcare needs of 1.7 million insured individuals. 

Recognizing the need for transformation, Dôvera partnered with Born Digital to optimize their operations and enhance customer experience by introducing innovative AI Virtual Agents.

Dôvera Health Insurance company introduces AI for its 1.7M insured customers

Dôvera Health Insurance Company offers its services and fulfils the healthcare needs of 1.7 million insured individuals.

Recognizing the need for transformation, Dôvera partnered with Born Digital to optimize their operations and enhance customer experience by introducing innovative AI Virtual Agents.

Phone

USE CASE

  • Digital agent (voice)

  • Customer authentication

  • Automation of active operations

Numbers

NUMBERS

  • 2,400+ operator calls saved monthly
  • 64 % of policyholders automatically authenticated
  • 140+ insurance cards issued monthly by the digital agent
Strong

BENEFITS

  • Shorter waiting times
  • Increased agent efficiency
  • Cost optimization

The Challenge

The initial steps for a policyholder seeking help include a thorough two-step authentication process guided by a Dôvera contact center agent. Considering the sensitive nature of the information held by insurance companies, such a process is necessary. 

As a result, waiting times increased and operators were burdened with repetitive and mundane tasks. Recognizing the need for transformation, Dôvera partnered with Born Digital to optimize their operations by introducing an innovative AI solution. Together, we embarked on a journey to streamline processes, enhance efficiency, and improve the overall customer experience.

 

Martin Červenák, Contact Center Manager, Dôvera

We implemented the Digital Agent, a powerful solution that seamlessly handles policyholder authentication. It saves valuable time for our operators and enables them to quickly access all necessary customer information. 

Martin Červenák, 
Contact Center Manager, Dôvera 

The Solution

First, Dôvera implemented the Digital Agent, a solution capable of fully handling the authentication of policyholders. It efficiently verifies individuals using their personal identification numbers or insurance numbers, as well as determining the insurance payer or doctor. 

This implementation resulted in significant time savings for operators. After the Digital Agent successfully authenticates a policyholder on their own, they generate a customer card with all necessary information for the operators. This allows operators to seamlessly take over the customer interaction.

Secondly, Dôvera and Born Digital fully automated the process of ordering and delivering new insurance policy cards. The Digital Agent verifies the policyholder’s identity and inquires about the desired address for card delivery.

Impact

2,400+

operator calls saved monthly

64%     

of policyholders authenticated

Hundreds

of insurance cards issued monthly

In addition to the first two applications, the Digital Agent can also email a certificate of card issuance to a policyholder. This digital certificate can prove beneficial in situations when the policyholder is travelling and requires such documentation before the physical card arrives. This implementation provides added convenience and flexibility to policyholders, ensuring a smooth and efficient experience.

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AXA offers its customers omnichannel self-service with AI virtual agents​

AXA offers its customers omnichannel self-service with AI virtual agents

The global pandemic drove AXA, a multinational insurance company to speed up the process of digital transformation and the company is now moving towards a fully functional e-travel.

Today, AXA offers self-service support across multiple channels with virtual agents and uses the latest Born Digital technologies for data analysis as well as email processing automation. 

AXA, a multinational insurance company, offers its customers omni-channel self-service with the help of Born Digital

The global pandemic drove AXA, a multinational insurance company to speed up the process of digital transformation and the company is now moving towards a fully functional e-travel.

Today, AXA offers self-service support across multiple channels with virtual agents and uses the latest Born Digital technologies for data analysis as well as email processing automation. 

Phone

USE CASE

  • Digital agent for voice and chat
  • Automation of email processing
  • Fraud detection

Numbers

NUMBERS

  • 200+ years‘ experience

  • 93 million clients

  • Present on European and other global markets (51 countries)

Strong

BENEFITS

  • 24/7 availability

  • Omnichannel solution

  • Cost optimization

The Challenge

During the pandemic, AXA faced an unprecedented contact center overload due to the confusing travel restrictions. Therefore, in the first stage of the project, the goal was to implement a voice assistant and automate recurring customer interactions related to travel insurance.

Born Digital’s voice assistant proved to be a great success and AXA decided to expand the self-service channels (adding chat channel) as well as a portfolio of topics handled by the digital agent. 

Thanks to the omni-channel approach and solutions offered by Born Digital, AXA eventually added the classification and automation of customer e-mails – thus, completing a full set of digital channels.

 

Lukáš Klozík, Travel Assistance Manager, AXA

“Our customers often reach out to us in very difficult and stressful situations. Situations, that often require our immediate response and assistance. It is therefore essential to ensure they have an around the clock, high-quality customer support. Something that Born Digital perfectly provides.“

Lukáš Klozík, Travel Assistance Manager, AXA

 

The Solution - Virtual Agents

The Voice Assistant proved to be a life saver during the pandemic. Back then, AXA faced a 250% onslaught of customer interactions,” Lukáš Klozík, Travel Assistance Manager from AXA explains. The implemented voice assistant helped out mostly with routine calls and provided customers with fundamental information – relieving overburdened operators from recurring queries.

The voice assistant further continues to be a great help during peak periods. In case all operators are busy, it collects important information and refers customers to web forms and self-service options. Apart from the travel insurance assistance, it also handles the process of claim liquidation and first authentication of loss (FNOL),  health assistance and damage reporting. 

“On average, it saves our operators 3 minutes on each 15 minutes long call – which is saving us not only time but also a great amount of operational costs,” Lukáš Klozík from AXA adds.

 

Impact

100K+

voice bot interactions

20%     

fully automated interactions

87%     

conversations handled by the chatbot

Automating Email Processing

Additionally, as AXA receives most of the evidentiary documents and information via email, the automation of email processing came naturally as a next step of digital transformation.

The Born Digital email classifier immediately sorts the incoming customer emails by category (e.g. medical reports), forwards them to the responsible agent and highlights essential information. Contact center employees therefore don’t have to read the entire email and instantly know how to handle it.

On top of that, AXA also implemented the Born Digital fraud detection technology. Artificial intelligence immediately evaluates whether the document sent in the attachment has not been falsified. “In this way, we are avoiding double reimbursements of insurance claims,” Lukáš Klozík, AXA.”

 

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Česká Spořitelna (Erste Group) among the first ones to implement Custom Neural Voice

Česká Spořitelna (Erste Group) among the first ones to implement Custom Neural Voice

Česká spořitelna (ERSTE Group) has 4.5 million clients in the Czech Republic – which makes it a bank with the highest number of customers on the Czech market. 

To ensure best customer experience possible, Česká spořitelna (ČS) is keeping the pace with the latest innovations. And the company is now setting trends in digital customer experience for the whole CEE region.

Happy customers

Česká Spořitelna (Erste Group) among the first ones to implement Custom Neural Voice

Česká spořitelna (ERSTE Group) has 4.5 million clients in the Czech Republic – which makes it a bank with the highest number of customers on the Czech market.

To ensure best customer experience possible, Česká spořitelna (ČS) is keeping the pace with the latest innovations. And the company is now setting trends in digital customer experience for the whole CEE region.

Phone

USE CASE

  • Digital Agent Available 24/7
  • Custom Neural Voice
  • Smart Routing
Numbers

NUMBERS

  • Longest tradition on the CZ market
  • Member of Erste Group since 2000
  • 4.5+ mil customers
Strong

BENEFITS

  • Available 24/7
  • Lower Waiting Times
  • Improves Customer Experience

The Challenge

ČS faces an enormous number of customer interactions daily and most of the calls are redirected straight to the main call center in Prostějov and Ostrava. However, ČS has multiple sub-departments, for example, for pension insurance, mortgages, etc. When a customer addressed ČS with a requirement to set up a pension insurance, it was the operator in the main call center who had to redirect the customer to the responsible person sitting in the particular department.

While looking for an automated solution, ČS decided to go even further and create live assistance that would be tailor-made for their customers. Having such a strong brand reputation on the market, it was absolutely crucial to keep their tone of voice even in the digital space. Virtual assistant with a Customer Neural Voice therefore seemed to be an appropriate solution. 

 

“Our operators were losing too much time redirecting customers to our specialized customer service in other departments. We were looking for a solution that would free them from this routine work and enable them to focus on complex issues for which they are trained for,” says Pavlína Kacrová, Call Center Routing Lead.

 

Pavlína Kacrová, Call Center Routing Lead, Česká spořitelna

“The strong brand reputation comes with the trust of our customers. We are pretty fast, yet careful with the innovations we implement. We even have our very own team of conversational specialists developing our virtual assistants. However, we were looking for partners who will help us with things we cannot do on our own and also someone experienced enough to guide us on our way of digital transformation. And Born Digital turned out to be an excellent option.“

Pavlína Kacrová, Call Center Routing Lead, Česká spořitelna

The Solution

The implemented virtual agent perfectly solves the issue – it picks up the phone of a calling customer (potential customer) and starts the conversation with an open question. Based on the customer’s reply, it immediately identifies the call category and sub-category, and redirects the customer to the responsible employee.

“It is now the digital agent who is redirecting customers to the responsible operators. Our employees in the main call center can therefore focus directly on the resolution of customer request and customers are reaching their help much faster,” Kacrová from Česká Spořitelna explains.

In addition, the operator gets the category, sub-category and transcript of the customer conversation with the digital agent and immediately knows what is the reason of the call. All that comes as a significant help for the improvement of customer resolution time.

 

Impact

90%

accuracy of defining call category

22 seconds

to reach the required help

BENEFITS

24/7 Virtual Agents and increase in resolution rates

Another special touch supporting the overall customer experience is, without a doubt, the implemented Customer Neural Voice powered by Microsoft. ČS kicked the door open, introducing this game-changing technology in our region. “The implementation of the Custom Neural Voice for our digital assistant was one of the most exciting parts of the project. Our customers now hear the voice of a well-known Czech actor on the other side of the line. And it makes the whole interaction somehow human,“ Kacrová concludes.

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