Customers use UNIQA customer service to inquire about the details of their insurance coverage. UNIQA sales employees now spend an average of five to ten minutes per question regarding tariffs, searching through approximately 75 documents per tariff to find the necessary information to provide an answer. Due to increasing digitalisation in our everyday lives, policy holders expect rapid 24/7 support for their inquiries.

Within a few weeks, Zühlke and UNIQA, with the support of Microsoft, developed a tariff chatbot designed in the UNIQA layout. This chatbot aids sales employees by quickly and accurately answering questions about tariff specifics.

The chatbot is based on an internal document base (e.g. cover, tariff conditions) and can be easily expanded to to incorporate additional documents. The solution features a chat interface that uses natural language processing to reference corresponding tariff documents. Users can assess the response quality through a simple feedback feature, aiding the continuous enhancement of the solution.

The AI-supported solution has reduced the time and effort required to search for information and answer tariff-related questions in day-to-day operations by approximately 50%. Also, 80% of the pilot users find the solution helpful and recommend its continued use. The solution offers 24/7 self-service availability, providing access to an easily navigable knowledge database in natural language.

The joint project of UNIQA and Zühlke is being honored with the prestigious Microsoft Visionary Award in 2024.