The Challenge
Customers are at the heart of Generali’s business. To provide them with excellent services simply and agilely, the group continuously innovates and invests in process automation and optimization. The Contact Center is no exception. The goal was for customers to quickly get everything they needed throughout their relationship with Generali. Additionally, the group aimed to increase the support team’s efficiency so that they could concentrate on solving more complex and strategic issues. The bet on an artificial intelligence-powered virtual assistant became naturally part of this strategy. Visor.ai was chosen as it best matched the requirements: a platform that was at the same time easy to use and managed directly by the Contact Center, allowing users to automatically and effectively respond to common and programmable queries.
The Solution
Visor.ai’s support from questions-to-answers creation made the platform implementation speedy and smooth. What started as a virtual assistant for customer interaction later evolved into a more self-service approach. A study of the most frequent requests – document duplication, change of addresses, new vehicle insertions, and cancellations- was used to integrate the platform with other Generali’s systems using web services to automate and optimize workflows. As a result, efficiency has grown, and new capabilities are continually added to the platform. The virtual assistant is increasingly empowered and enriched to provide the best customer experience. And given its success, first with the “Tranquilidade” brand, then with “Logo”, another brand in the Group, the Generali Group developed a virtual assistant to support their brokers. All this within a close partnership, with Visor always in the “back-office,” maximizing the platform’s power to stay ahead of the game.
The Results
The impact of the Visor.ai platform on the day-to-day activities of the Generali Group’s Contact Center is enormous. The virtual assistant now fully handles a vast set of interactions, expanding the team’s capacity and availability. It’s also highly valued for its flexibility and autonomy to test and implement new services without external support. Customers and brokers have an alternative channel to easily get what they need anytime, anywhere, without having to talk to operators. And, if necessary, they are always ready to intervene as a live chat. Ensuring the proximity and agility advocated by the Generali Group remains a top priority.
