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%

authentication of policyholders

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.

Want the same success for your team?