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.
Customer authentication
Automated card issuing
Reduced repetitive tasks
Faster resolution time
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.
"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
2500+
operator calls saved monthly
64%
authentifications with the bot
hundreds
insurance cards issued monthly
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.
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.