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Title
Generali Switzerland deploys an on-premise AI email bot to classify and route multilingual emails
…Generali Switzerland has to say about us Martin Frick, COO Generali Switzerland Enterprise Bot deployed a complete on-premise solution in just 3 months for us. We are happy to say that we have expanded our collaboration to more use cases a…
Description
Generali Switzerland worked with Enterprise Bot to deploy its Email Response Automation engine on-premise within three months, integrated with Outlook servers, to triage and respond to multilingual customer emails in German, French, Italian and English. The COO reports over 40% automation within the first month of go-live.
…Language Processing capabilities to understand the customers in their language. Our polyglot email bot understood and spoke excellent German, French, Italian, and English and attended to a wide, multilingual customer base very smoothly. How our colla…
Company
Generali Switzerland
…ated responses to 40% of customer emails using AI-powered email parser software For Generali Switzerland, one of the largest global insurance and asset management providers, handling customer emails was becoming increasingly fraught with troubles. The…
Industry
Insurance
…ated responses to 40% of customer emails using AI-powered email parser software For Generali Switzerland, one of the largest global insurance and asset management providers, handling customer emails was becoming increasingly fraught with troubles. The…
Problem
Generali Switzerland received customer emails on a wide range of requests, in many languages, to a single mailbox. Triage to the right department was done manually, which was repetitive, slow and costly.
…ders, handling customer emails was becoming increasingly fraught with troubles. The organization was receiving emails concerning a wide assortment of customer requests and in myriads of languages addressed to a single mailbox. Their CX department was handling significant volumes of customer email requests…
Solution
Enterprise Bot provided its Email Response Automation (ERA) engine, deployed on-premise and integrated with Generali's Outlook servers. The bot analyses email content, recognises the topic, dispatches it to the right mailbox, sends instant personalised responses when required, logs requests as tickets, and escalates complex requests to a support agent with the communication history intact.
…parser and understand the customer’s language and context with high precision. It used AI to analyze the email content, recognize the topic of the request, dispatch it to the right mailbox, and send instant, personalized responses to customers when required. The bot would automatically log customer requests as tickets, extract relevant…
Business value
The COO of Generali Switzerland says the solution delivered over 40% of automation within the first month of go-live. The source also states that the solution automated around 80% of routine queries.
…to say that we have expanded our collaboration to more use cases and countries. Their platform is fast, simple and delivered over 40% of automation within the first month of go live. See case study Email Response Automation | emailbot Nov 30, 2021 Five simple st…
AI capabilities
Natural Language Processing
…ot only was our solution quick to integrate with Generali’s Outlook servers but it also leveraged its advanced Natural Language Processing capabilities to understand the customers in their language. Our polyglot email bot understood and spoke excellent German, French, Italian,…
Technology
Email Response Automation (ERA)
…e teams and make their customers happy at the same time. To fulfil these goals, we provided Generali with our proprietary AI-powered Email Response Automation (ERA) engine that was preconfigured and enterprise-ready, and could be deployed on-premise w…
Deployment model
On-premise
…Generali Switzerland has to say about us Martin Frick, COO Generali Switzerland Enterprise Bot deployed a complete on-premise solution in just 3 months for us. We are happy to say that we have expanded our collaboration to more use cases a…
Deployment options
On-premise
…Generali Switzerland has to say about us Martin Frick, COO Generali Switzerland Enterprise Bot deployed a complete on-premise solution in just 3 months for us. We are happy to say that we have expanded our collaboration to more use cases a…
Implementation approach
Enterprise Bot deployed a complete on-premise solution in three months.
…Generali Switzerland has to say about us Martin Frick, COO Generali Switzerland Enterprise Bot deployed a complete on-premise solution in just 3 months for us. We are happy to say that we have expanded our collaboration to more use cases a…
Headline outcome
…to say that we have expanded our collaboration to more use cases and countries. Their platform is fast, simple and delivered over 40% of automation within the first month of go live. See case study Email Response Automation | emailbot Nov 30, 2021 Five simple st…
Use case type
Workflow automation
…mated email triage to help the customer support teams at Generali Key Functions Our solution automated email triage for the Swiss insurer. The bot was able to process incoming emails with a language parser and understa…
