Conversational AI: Customer Success Stories of 2022

The business sector is seeing a shift to utilizing tools and techniques to its true value past deflection and cost savings. Today, having a speeded-up process is not the main objective; the technology implemented must scale the human understanding just as human service delivery, prompting better intelligence and eventually consumer loyalty across the business. In the case of Conversational AI, the innovative platforms offered by several service providers are making a huge difference across different industries. Be it Insurance or Healthcare, the AI-enabled chatbots are revolutionizing the B2C and C2B interactions.

Here are some of the customer success stories.

How Health App AIO Is Using BotXO's Conversational AI to Improve Mental and Physical Health

AIO is an innovative form of helping people to achieve their own way of well-being and fulfillment by prioritizing body and mind. Through a conversational interface, AIO motivates and encourages users to be mindful and to eat, rest, drink water, move and breathe better.

AIO's personalized programs are created by a team of therapists, nutritionists, and personal coaches, and focus on both physical and mental health, with the aim of helping users to live a better, more balanced life. However, AIO founders observed that during body-std therapy, patients are very engaged because they are guided by a therapist. However, whenever they leave the session, they instantly go back to their old (bad) habits such as not sleeping enough and not drinking enough water.

Here came the idea of creating a program with a holistic approach to health that would coach and motivate people with short daily messages, continuously developing positive healthy habits. To make it happen, AIO founders quickly understood that they needed to use AI. Digital agency AKQA supported AIO's founders in finding the right solution that could serve as the core technology behind a platform or an app. The technology needed to be able to generate fast responses and process huge amounts of text.

BotXO, with its unique conversational AI technology and intuitive interface, seemed like a perfect solution, providing complex dialogues, with short response time as well as working efficiently with different systems and platforms and interaction points.

How Haptik Helped Zurich Insurance Elevate Their Customer Support Experience Using Conversational AI

https://haptik.ai/resources/case-study/zurich-insurance-elevate-support-experience-2/

Zurich Middle East is part of Zurich Insurance Group, one of the world's largest and most experienced insurers. Customers have trusted Zurich Middle East for almost 30 years to protect their futures and provide financial security for their families and businesses.

When it comes to insurance policies, customers typically have a large number of finance-related queries. They need an interface that will help them make service requests, assist them with form filling, answer FAQ's, and resolve issues. Moreover, there is an expectation among customers for immediate answers and issue resolution. And most traditional customer support systems are not equipped to handle these conversations effectively and quickly.

Zurich Middle East wanted to move to chat support to make their services available 24/7, provide instant responses, and make their customer support experience seamless and as easy to access as possible.

Haptik deployed an Intelligent Virtual Assistant called 'Zuri' on the Zurich Middle East (https://www.zurich.ae) website. 'Zuri' is available 24/7 to any visitor to instantly manage their existing policies, and enables faster query resolution by guiding the customer through every step.

Tasks such as making a claim or a withdrawal, modifying personal details in the policy, premium related information, requesting a call-back, etc. are also swiftly handled by the virtual assistant. Any other general query is seamlessly routed to an expert by collecting the customer's data conversationally, maintaining the element of interactivity throughout.

'Zuri' bot achieved 84% automation with 70% of customers getting their queries resolved end-to-end using the assistant. 11% of the users after interacting with the bot additionally opted for a Call Back Later facility.

How Norway's biggest bank automated 51% of its online chat traffic with AI

DNB, Scandinavia's biggest bank by market value, was searching for a comprehensive solution to handle an ever-increasing volume of incoming chat traffic to its website. They needed a way to free up staff from repetitive work while continuing to provide their customers with always-available, 24/7 support.

The challenge for them has been that they had to use part-time temporary workers to handle the enormous amount of incoming chat traffic. The bank's considerable market share in its native Norway means that its customer support center handles several thousand chat conversations each day, many of which, while easily handled by a human, still take up valuable time and resources.

DNB worked with boost.ai to help develop and launch Aino, an advanced virtual banking agent – powered by conversational AI – with capabilities far superior to those of a typical chatbot.

DNB turned to boost.ai to manage the high volume of chat traffic to its customer center, developing a virtual banking agent that successfully automated over half of all online chat interactions in just four months.

Through boost.ai, 51% of all incoming chat traffic automated in 6 months, several thousand customer interactions enhanced – every day and over 500 000 conversations since launch.

DNB has not only revolutionized how it interacts with its customers but has also opened up new opportunities for employees. In the future, DNB will offer even more advanced functionality through Aino, increasing the number of tasks it can perform and further personalizing the chat experience for customers.