The success story of a collaboration between freeyou and e-bot7 on the topic: AI in the insurance industry - innovative customer service around the clock with chatbot Freeda.
THE INITIAL SITUATION
As a young startup, the rapid scaling of our car insurance business meant that we received many service requests, which kept our customer service capacity very busy.
To ensure that we can continue to offer our customers excellent service, we looked into setting up a chatbot. Our goal was to increase customer satisfaction by increasing efficiency in customer service.
THE BACKGROUND OF THE COLLABORATION
Our CEO Philip Knott first heard about e-bot7 and their Conversational AI solution in 2019. When the topic of chatbots came up for us in early 2021, we started looking for possible partners. Anna Kessler from InsurLab was so helpful and directly put us in touch with e-bot7 co-founder and CEO Fabian Beringer. A common mindset was then the cornerstone for this successful collaboration.
THE PROCEDURE
At the beginning of the project, we organized exchanges several times a week to move the issues forward as quickly as possible.
Since then, we have had a coordination call once a month to discuss the current status and to consider together what the next steps could be. Furthermore, we organize other calls as needed (e.g. exchange between developers).
THE SOLUTION
Through the introduction of our chatbot Freeda, we have succeeded,
automate the response to recurring inquiries and help the customer directly in the chat at the end of the case. This has noticeably led to a
This has relieved the pressure on the customer service team, which has been able to focus on more complex issues. The chatbot also provides our customers with easier access to contract documents/info.
"We are super happy with the Conversational AI solution from e-bot7 and have already received a lot of positive feedback from our customers. In particular, our very good and close cooperation has led to us launching our chatbot within just 3 weeks."- Dennis Bosser , freeyou
THE OUTLOOK
We see the cooperation between freeyou and e-bot7 as a strong partnership and want to expand it further in the coming year. In the short term, the focus is on increasing the usage rate of the chatbot by providing our customers with additional functionalities (e.g. contract changes via the chatbot). In the medium term, we want to tackle the voicebot issue together. We see great potential here for the future of customer service.
"The collaboration with freeyou was appreciative and efficient right from the start. You can tell that freeyou has a clear and innovative vision in customer service, which we at e-bot7 can ideally support with a tailored solution and experience in the area of customer experience."- Christian Augustin, e-bot7