TU Zdrowie implements medical voicebots

The coronavirus pandemic has accelerated the digitization of companies in the insurance sector, among others, and changed the way they communicate with customers. In the era of rapid digitization, BOTs increasingly support physical employees in their daily duties. With the support from Asseco, one of the medical insurers in Poland – TU Zdrowie – has opted for such an improvement. IGA, the new Intelligent Voice Assistant, will provide the customer with quick answers to questions about their insurance, accept orders for medical services or transfer to the appropriate consultant, which will significantly accelerate the service process.

TU Zdrowie is one of the leading medical insurers in Poland. The company’s services are actively used by over 170 thousand customers. In view of the dynamic development associated with growing market demand for healthcare services, the company has decided to introduce a modern technological solution that is expected to improve communication with customers. Designed and implemented by Asseco, the intelligent voice bot, named IGA, operates on the basis of artificial intelligence algorithms and perfectly copes with human speech. The virtual advisor is available 24 hours a day, 7 days a week.

“(…) Medical insurance industry is characterized by a very high frequency of telephone contacts, therefore we care about the development of our contact center by constantly improving the quality of services. The most important thing for us and our customers is that the insured can handle any matter related to their insurance at any time, without any problems and unnecessary waiting. Therefore, we decided to implement Asseco’s voicebot, which took over some of the tasks of our employees, relieved their workload, and thus accelerated service by answering customer questions or redirecting them accordingly (…)”, emphasizes Sławomir Koszewski, Member of the Management Board of TU Zdrowie.

The task of IGA is to streamline and speed up the contact so that the customer does not wait in line at the hotline for the availability of a consultant. This offloading of basic tasks from employees will allow them to focus on serving users at later, more demanding stages.

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