AI Automates 80% of Customer Inquiries

A Danish insurance firm, struggling with self-service demands and agent workload, implemented an AI virtual agent. This AI automates 80% of inquiries, offering 24/7 support and boosting efficiency.

Client:

Topdanmark is a Danish insurance company founded in 1728. It is the second-largest in Denmark, providing a comprehensive suite of insurance and financial solutions to businesses, institutions, and individuals. The company has a strong focus on innovation and has been a pioneer in using artificial intelligence to improve customer service.

Problem Statement:

● Growing demand for self-service options: Tech-savvy customers’ increasing preference for self-service was straining their existing customer support channels.

● High volume of repetitive inquiries: The influx of frequently asked questions related to travel and car insurance was overwhelming their human agents and hindering their ability to address more complex issues.

● Limited 24/7 support: The lack of round-the-clock customer support impacted customer satisfaction and potentially led to missed opportunities.

● Inefficient handling of simple tasks: Manual handling of repetitive tasks reduced the productivity of human agents and increased operational costs.

Results:

☑️ Reduced workload on human agents: Globus automates 80% of travel and car insurance inquiries, freeing up human agents for more complex customer issues.
☑️ Improved customer self-service: Customers can get instant answers to frequently asked questions without needing human interaction.
☑️ Increased efficiency: By handling a large volume of inquiries, Globus reduces the overall workload and potentially lowers operational costs.

AI Solution:

To meet rising demand for self-service and address repetitive inquiries, Topdanmark deployed Globus, a virtual AI agent for travel & car insurance, developed in collaboration with Deloitte. Globus automates 80% of interactions, offering customers instant answers via natural conversation.

Globus Key Features

● Self-Service Portal: Globus is accessible through a self-service portal on Topdanmark’s website, allowing customers to interact with the virtual agent at their convenience.

● Conversational Interface: Globus employs a conversational interface, enabling customers to interact using natural language, similar to how they would converse with a human agent.

● Knowledge Base Integration: Globus is integrated with Topdanmark’s extensive knowledge base, ensuring it has access to up-to-date information on insurance policies, products, and services.

● Real-Time Updates: Globus can be updated in real-time, allowing Topdanmark to quickly adapt to changes in policies, regulations, or customer needs.

Interesting fact:

The company created a new career path for its customer support staff by training them to update and maintain Globus.

References:

1. Leading Danish insurance firm automates 80% of travel insurance inquiries

Industry: Insurance

Vendor: Deloitte
Client: Topdanmark