Zavarovalnica Triglav automates customer service with Azure OpenAI chatbot
Zavarovalnica Triglav· SloveniaAzure OpenAI Service · Dynamics 365 · Azure Bot Framework +1Zavarovalnica 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.
Overview
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.
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Inspect the highlighted sourceThe challenge
Zavarovalnica Triglav's communication was scattered across different platforms and channels, relying on lots of manual work to manage enquiries, making it difficult to design personalized communication or segment customers for campaigns.
The solution
Zavarovalnica Triglav implemented Microsoft Dynamics 365 to centralize customer interactions, then developed its own chatbot using Azure OpenAI Service (rather than a public solution, for data protection reasons) trained on its company knowledge base to draft responses for agent review, plus an Azure OpenAI-based system to automatically route enquiries to the right department, automated transcription/summarization of customer communications, and a customer-facing chatbot built with Azure Bot Framework connected to Azure OpenAI Service.
Reported business value
The chatbot automatically answers around 10% of queries, automated ticket routing reduced the need for manual intervention by about 50% for certain types of requests, and AI-generated transcripts and summaries resulted in a substantial decrease in manual work.
Sources
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