InsuranceConversational AIGenerative AI
Zavarovalnica Triglav automates customer service with Azure OpenAI chatbot
Zavarovalnica Triglav, Slovenia's leading insurance and financial group, built its own chatbot using Azure OpenAI Service (rather than a public solution, to meet data protection regulations), trained on its company knowledge base, to draft responses to customer enquiries for agent review, automatically answering around 10% of queries directly. For the remaining queries, the company built automated ticket routing using Azure OpenAI Service to read enquiry content and direct it to the right department, reducing manual intervention by about 50% for certain request types. It also automated transcription and summarization of recorded customer communications and deployed a customer-facing chatbot on its website, with a voice bot for the call center in development.
Zavarovalnica Triglav· SloveniaAzure OpenAI Service · Dynamics 365 · Azure Bot Framework +1
