While the insurance industry has traditionally been rather risk-averse, it now faces the challenge of adapting to customer expectations that have changed in recent years. With the advent of new media and platforms, customers' habits are changing and, at the same time, the way they interact with a company. Today, round-the-clock service across channels is expected to be fast, reliable and accurate.
We at e-bot7 automate customer conversations with our leading Conversational AI platform. Our smart solution enables integration across all channels and in any language. Within minutes, you can get started thanks to plug & play technology. The solution can be controlled directly from the business unit and its simplicity supports not only the business unit but also the agents. While customers' preferred channels vary, our AI solution ensures consistent customer service across all channels, devices or platforms. This drastically reduces customer wait times and increases customer satisfaction. In this way, insurers can scale their customer service volumes and deliver a better customer experience around the clock while reducing costs.
Also HDI was faced with this task of adapting as an insurer to the changes brought about by digitalization. Various factors were decisive for the selection of a suitable provider for a chatbot: "We were looking for an innovative and interactive way to integrate a chatbot into our sales process. We found it with e-bot7!", says Mirijam This, at HDI in online marketing responsible for the chatbot.
e-bot7 has for HDI Chatbot Lizzy on the Website implemented. The challenge was to select a suitable use case for the chatbot for lead generation and to map the entire purchase process including payment via PayPal integration with a chatbot. The customer should thus be able to quickly and easily add, for example, another motorist to their existing insurance policy directly via the chatbot. This was the message from HDI from: "Chatbot Lizzy from e-bot7 is now one of our best service agents, with 35% of customers chatting with Lizzy making the deal. Not only that, our customer satisfaction has also increased greatly thanks to Lizzy!"
The process is thus fully automated, which means that HDI does not need to use any internal resources. With the Lizzy chatbot, HDI is able to offer customers an outstanding customer experience with maximum flexibility and meet changing expectations.
About HDI
The HDI Life Insurance Ltd. offers individual advice and solutions in the areas of risk protection and retirement provision. HDI Versicherung AG offers property insurance solutions for private and corporate customers as well as special solutions for the liberal professions. HDI is part of Talanx AG, Germany's third-largest insurance group. HDI covers liability, accident, property and motor insurance for both private individuals and business customers. The Talanx Group employs around 23,000 people.
About e-bot7
With its multilingual NLP algorithm, AI hybrid solution and low implementation effort, e-bot7 is one of the most innovative AI providers worldwide. The solution of the company, which is headquartered in Munich, London, Amsterdam, New York and Paris, automates inquiries and processes in customer service, analyzes incoming messages and supports customer service employees with response suggestions. This reduces average handling time by up to more than 80%. The company works with more than 250+ of the most prestigious international clients and has won more than 20 awards. The founding team consisting of Fabian Beringer, Xaver Lehmann and Maximilian Gerer was named to the Forbes "30 Under 30" list and has scaled the company to 95+ FTEs in just 4 years. For more information here.