Helvetia, a leading Swiss insurance company, has a record of superior customer experience. Providing this experience claims management involves a lot of manual work, resulting in high costs and long waiting times for customers.
Underlying business processes make claims management complex. Multi-turn conversations which are fully integrated into backend systems or work with RPA are necessary. For data privacy reasons, an on-premise hosting was required.
Helvetia was able to solve those challenges with Rasa Platform. Helvetia introduced a conversational agent on Facebook Messenger that automates the claims management process for bike thefts, including authentication and payments through RPA.
Important development milestones:
The automation brought Helvetia closer to a successful digital customer journey. The bot handles the majority of bicycle theft claims, leading to a more efficient and cost-effective process. After this successful implementation, Helvetia wants to integrate this throughout the company’s entire operations.
- Florian Nägele, Project Manager at Helvetia
Location: St. Gallen, Switzerland
Revenue: $8.95 billion