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freeyou & e-bot7 bring KI to the insurance industry
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 company meant that we received many service requests, which kept our customer service capacity very busy.
To ensure that we can continue to provide excellent service to our customers, we looked into building 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.
At the beginning of the project, we organized an exchange several times a week to move the topics forward as quickly as possible.
Since then, we have had a coordination call once a month to discuss the current status and jointly consider what the next steps could be. Furthermore, we organize other calls as needed (e.g. exchange between developers).
Through the introduction of our chatbot Freeda we have succeeded in
to automate the answering of recurring inquiries and to help the customer directly in the chat at the end of the case. This has led to a noticeable
This has noticeably eased the workload of our customer service team, allowing them 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. Especially our very good and close cooperation led to the launch of our chatbot within only 3 weeks."- Dennis Bosser - freeyou
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 cooperation with freeyou was appreciative and efficient from the beginning. You can see 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 field of customer experience."- Christian Augustin - e-bot7