Each colour maps a published value to the exact source passage used to support it. Only bounded excerpts are public; administrators can inspect the complete captured source.
Title
Zavarovalnica Triglav automates customer service with Azure OpenAI chatbot
Zavarovalnica Triglav modernizes customer service with Dynamics 365 and Azure OpenAI Service | Microsoft Customer Stories This is the Trace Id: cb0bf66baf4e4117c3d94583706d…
Description
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.
…r support agent, who can make adjustments before sending it,” explains Nardin. “Around 10% of queries are now answered like this, many of which are common queries.” For the 60% of queries not addressable by automated responses, Zavarovalnica T…
Company
Zavarovalnica Triglav
…k less tedious, and customer experience more delightful.” Discover more details CUSTOMER Zavarovalnica Triglav PRODUCTS Azure Operator Call Protection Azure Synapse Analytics Dynamics 365 Cu…
Country
Slovenia
…365 Customer Service Dynamics 365 Sales ORGANIZATION SIZE 1,000-9,999 employees COUNTRY Slovenia BUSINESS NEED Artificial Intelligence INDUSTRY Insurance Share the story Explor…
Industry
Insurance
…ZE 1,000-9,999 employees COUNTRY Slovenia BUSINESS NEED Artificial Intelligence INDUSTRY Insurance Share the story Explore related stories /h2> "> Explore related stories Stories…
Problem
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.
…ing Microsoft Dynamics 365 to centralize operations and customer interactions. “Before, our communication was scattered across different platforms and channels, so it was very difficult to design personalized communication or to segment customers for campaigns,” reflects Nardin. By centralizing communication, transactions, sales, support…
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.
…data security. “In an industry like ours, data regulation is highly important. With the advice of Microsoft, we developed our own chatbot using Azure OpenAI Service, rather than using solutions available publicly,” explains Nardin. “This ensured our data was not accessible by third parties a…
Technology
Azure OpenAI Service, Dynamics 365, Azure Bot Framework, Azure Synapse Analytics
…, Zavarovalnica Triglav also embedded a customer-facing chatbot on its website. The bot, built using Azure Bot Framework and connected to Azure OpenAI Service, handles common customer policy questions and assists customers through the claims process. “For registered users, the ch…
Deployment model
Cloud
…e summary Zavarovalnica Triglav is reimagining insurance workflows in Slovenia. By implementing Microsoft Dynamics 365 and Azure OpenAI Service, the insurer streamlined its operations with automated responses and smart rerouting of customer enquiries. The company…
Use case type
Conversational assistant
…gan using the bot to draft responses to enquiries. “When we receive a question, the Azure OpenAI chatbot can automatically prepare answers based on general information. This answer is checked by a customer support agent, who can make adjustments b…
Business functions
Customer Service & Support
…OpenAI chatbot can automatically prepare answers based on general information. This answer is checked by a customer support agent, who can make adjustments before sending it,” explains Nardin. “Around 10% of queries are now answered like this, many of w…
Applicable regulations
Data protection regulation
…ardin. But first, the company had to overcome the challenges of data security. “In an industry like ours, data regulation is highly important. With the advice of Microsoft, we developed our own chatbot using Azure OpenAI Service, rather than using solutions available publicly,” explains Nardin. “This ensured our data was not accessible by third parties a…
Headline outcome
…the query and automatically direct it to the relevant department. Nardin adds, “We have transformed how complex enquiries are managed, reducing the need for manual intervention by about 50% for certain types of requests.” Vladimir Nardin, Director of Communication Platform Department, Zavarovalnica…
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.
…r support agent, who can make adjustments before sending it,” explains Nardin. “Around 10% of queries are now answered like this, many of which are common queries.” For the 60% of queries not addressable by automated responses, Zavarovalnica T…
…ication with customers and prepare a transcript and summary,” explains Nardin. “With Azure OpenAI Service, this has been automated, resulting in a substantial decrease in manual work.” Zavarovalnica Triglav aims to add even more nuanced information to these docum…
AI capabilities
Conversational AI, Generative AI
…gan using the bot to draft responses to enquiries. “When we receive a question, the Azure OpenAI chatbot can automatically prepare answers based on general information. This answer is checked by a customer support agent, who can make adjustments b…
Deployment options
cloud
…e summary Zavarovalnica Triglav is reimagining insurance workflows in Slovenia. By implementing Microsoft Dynamics 365 and Azure OpenAI Service, the insurer streamlined its operations with automated responses and smart rerouting of customer enquiries. The company…
