Virtual assistant complements the Baloise customer service offering
EQS Group-News: Baloise Holding AG
/ Key word(s): Miscellaneous
Basel, 8 September 2021. Innovative Customer Service: In order to avoid long waiting times or unnecessarily forwarding callers to different departments, and to further optimise customer dialogue on the phone, Baloise has introduced voice recognition software at its site in Switzerland. In addition to standard German, the virtual assistant also recognises Swiss-German dialects. If a customer selects 'other' when calling customer services, what exactly is it that they need? A simple proof of insurance, or maybe support from the claims department? Baloise has launched a new digital virtual assistant to optimise its triage system and reduce redirections and associated waiting times. It complements the selection structure and asks the caller about their enquiry. If the assistant believes the call relates to a claim, it transfers the customer to the relevant department. Around 40 percent of all German-language enquiries for the non-life department are now transferred via the virtual assistant. 'The voice recognition software has proven its worth on three levels,' says Beate Hofferbert-Junge, Head of Non-life Customer Services. 'Customers who state their query to the assistant are less likely to be manually redirected and in 85 percent of cases reach the appropriate expert first time. This reduces any additional waiting time for the customers and for members of the customer service team. The customer service team can also see in a window what the customer stated as their query, so they immediately know what the matter relates to, can offer the customer more targeted assistance and open the right system before the customer is put through, for example.' The virtual assistant also provides Baloise with a detailed picture of the specific customer concerns being voiced. 'We aim to use this data to further improve the customer experience and our efficiency,' Hofferbert-Junge adds. Voice is the interface of the future About Spitch About NTT DATA Contact The Baloise Group is more than just a traditional insurance company. The changing security, safety and service needs of society in the digital age lie at the heart of its business activities. The approximately 7,700 employees of Baloise therefore focus on the wishes of their customers. The best possible customer service, combined with innovative products and services, makes Baloise the first choice for people who want to feel simply safe. Located at the heart of Europe, with its head office in Basel, the Baloise Group is a provider of prevention, pension, assistance and insurance solutions. Its core markets are Switzerland, Germany, Belgium and Luxembourg. In Switzerland, with Baloise Bank SoBa, the Group also operates as a specialised financial services provider, offering a combination of insurance and banking services. The Group offers innovative pension products to private customers throughout Europe from its competence centre in Luxembourg. The shares of Bâloise Holding Ltd are listed in the main segment of SIX Swiss Exchange.
End of Media Release |
Language: | English |
Company: | Baloise Holding AG |
Aeschengraben 21 | |
4002 Basel | |
Switzerland | |
Phone: | +41 61 285 85 85 |
Fax: | +41 61 285 70 70 |
E-mail: | media.relations@baloise.com |
Internet: | https://www.baloise.com |
ISIN: | CH0012410517 |
Listed: | BX Berne eXchange; SIX Swiss Exchange |
EQS News ID: | 1232216 |
End of News | EQS Group News Service |
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1232216 09.09.2021