Elevated Customer Support for the World’s Leading Insurance Company using AI

Industry

Financial Services

Platform

Website

Live Since

May 2019

Product Used

Customer Care

Because customers often contact us with the same kind of requests, we have been able to achieve greater business efficiency by driving a number of these queries to Zuri. In addition to the positive response from our customers, Zuri has helped us to offer 24×7 support to complement our HelpPoint timings and ensure we are there when our customers need us the most. Zuri will become an even more important member of our team as we extend the channels and use cases that she is able to handle.

— Mark Cady, Head of Operations, Zurich International

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. Zurich Middle East is regulated by the UAE Insurance Authority, Central Bank of Bahrain and Qatar Financial Centre Regulatory Authority.

Challenge

Zurich Insurance receives large volumes of queries and service requests from customers, who expect immediate answers and instant resolution of issues.

The key objectives of the IVA included:

Ensuring 24/7 availability of customer care.
Instant resolution of queries.
Making support seamless and easy-to-access.

Solution

Haptik built an IVA for Zurich called ‘Zuri’ which helped them:

Allow customers to instantly manage existing policies.
Enable faster query resolution by guiding customers step-by-step.
Swiftly handle routine tasks for e.g. making a claim/withdrawal, modifying personal details, request a callback etc.
Seamlessly routing other queries to a human expert.