Case Studies

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Versicherungskammer Bayern

Isabella Martorell Nassl
Operations Division Manager 

“Automating their services is nothing new for insurance companies. However, it is not yet general practice for a NLU VoiceBot to generate an eVB number completely single-handed. This is a highly innovative and most exciting development for our industry."

"When realizing the solution, CreaLog’s extensive experience was our benefit—our partner’s expert support worked outstandingly well. Now we are in a good position to take on automating other business processes in our organization in future as well—in part or even completely.”

Electronic confirmation of coverage via voice portal

  • Efficient, cost aware customer processes
  • Multiple data bases involved
  • Well informed service agents
  • Convenient 24/7 service offering

A real highlight: EVB numbers come as text message

Asked what she would count among the real highlights of the new solution, Christine Rüde (Project Manager at VKB) does not hesitate to answer:

"The option to send the eVB number via SMS is a specially convenient feature for callers using the spoken dialog system (IVR)."

To enable this, the system prompts customers for their mobile number or recognizes it directly if the call comes from a mobile telephone. So note taking errors or failing pens are a thing of the past—and so is the need to observe standard office hours.

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