What was the solution?
Conversational AI has taken the quality and capabilities of phone bot conversations to the next level. Swiss Life saw it as an ideal solution to optimize the quality of service for callers, support employees and share expertise.
Swiss Life, therefore, decided to integrate artificial intelligence into its telephone solutions – in close cooperation with the consulting agency MUUUH!
Swiss Life tested several Conversational AI-based platforms in search of a partner with the technical expertise and cultural fit. Parloa was a winning combination becuse of its s extensive experience in Conversational AI and delivering high-quality dialog… And the chemistry was right!
The kickoff began, and it was immediately apparent that close collaboration with the customer care team would be necessary for a successful transition. After all, who else in the company knows more about what customers want?
Step by step, the Swiss Life team identified possible keywords and user intent options. They began a process of extensive testing and refinement with each successive draft.
“A team of experts was responsible for training our AI phone bot. Our employees have a good understanding of what customers frequently ask, and they’re also the people who receive feedback from them. So they know what’s important to include in conversations.”
Process and project management consultant at Swiss Life
Swiss Life launched the pilot in one of its four sales divisions. After it proved successful, they rolled out the AI phone bot to all sales departments.
Want to deliver a compelling contact center experience to your customers and employees? Watch our demo to see how Conversational AI can help your business.
Check out our demo to see how Conversational AI can help your business.