CASE STUDY: How Zurich UK worked with a chatbot solutions provider to boost its digital user experience and improve customer satisfaction

Forward-looking insurers are using AI to innovate insurance processes like claims to keep up with customer demand for a 24/7 digital experience, while boosting operational efficiency. And conversational assistants, such as chatbots, are one of the most prevalent applications of AI used to accomplish this. But for customers to embrace the tech, chatbots need to drive a good conversational experience that mimics human agents, and bots must have access to relevant customer information to successfully address their requests. To that end, insurer Zurich UK worked with white-label chatbot provider Spixii to expand its initially limited digital capabilities to provide customers with an immediate way of declaring claims. The insurer knew it had to meet customer demand for an "always-on" digital experience around claims, and while it likely identified chatbots as a good solution from both a time-to-market and budgeting perspective, it needed to ensure the tech would provide a cohesive experience across online and offline channels.