Starting point: the service team at a regional insurer spent most of the day on recurring standard questions: policy status, claims filing, account details. The advisory conversations that actually mattered fell by the wayside.
Approach: in the analysis phase we jointly reviewed the most common requests and defined which questions a bot could answer reliably, and where a human should deliberately take over. Building on that, we developed the dialogue structure, chose the right AI solution and trained it on customers' actual wording.
Result: the chatbot now answers standard requests around the clock in seconds, freeing up noticeably more time for the team to handle complex advice. Internal training made sure everyone understands the solution and can keep developing it.
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