Project Description

HOW ALLIANZ OPTIMIZES
CUSTOMER SUPPORT

USING A HOLISTIC CHATBOT SOLUTION

„The holistic chatbot solution enables a fast and result-oriented start into conversational Artificial Intelligence.“

Dr. Stefan Weih
Head of Smart Automation Program
Allianz

THE CHALLENGE

Allianz needed a scalable customer support solution to satisfy their customers and relieve their employees.

THE SOLUTION

We built an easily scalable and accessible NLP-powered chatbot builder as well as an analytics platform. This no-code solution doesn’t need any technical expertise for the operation and scaling.

THE IMPACT

  • Improved customer experience
  • Job enrichment for customer agents
  • Scalable system enables automation
  • No-code solution
  • Improved efficiency & cost savings

TECHNOLOGIES

  • Django
  • Microsoft Luis
  • React

TEAM SIZE

YEAR

  • Since October 2017

THE FULL SUCCESS STORY

For too long, two issues caused Allianz’s support center regular headaches:

  1. Customer agents were confronted with repetitive low-level questions all day. Consequence? On the one hand, customer agents got stressed and demotivated. On the other hand, many costumers got frustrated. Why? Because their important requests were blocked by those low-level questions – capacities were simply insufficient to deal with both simultaneously.
  2. In trying to solve this, Allianz implemented chatbots to support the agents. However, these chatbots were not scalable: Every new user journey or even just a minor change in the existing solution required programming knowledge. Again, capacities – this time those of highly-skilled developers – were simply insufficient to deal with such concerns on a large scale. Even if capacities had been sufficient, this whole process would have been inefficient and unsuitable for a challenging customer service.

Allianz needed a scalable, easy-to-use customer support solution to satisfy their customer’s needs and relieve their employees. So here is what we built:

Interested in further insights?

Dr. David Reinisch
Head of Think Tank | Munich
david.reinisch@motius.de

OPTIMIZING THE CHATBOT TECHNOLOGY

As 80% of incoming routine customer questions can be answered by chatbots, a chatbot was the type of technology that Allianz needed to tackle their first issue. In building such, we focused on user experience, optimized dialogues, and multi-language support. However, taking a step further, we did not just build a single chatbot for Allianz but instead, we built a holistic chatbot solution.

A CHATBOT BUILDER TOOL

Powered by state-of-the-art NLP engines, each chatbot that gets created in our tool can be deployed on multiple channels at the same time, whether it is the corporate website, Facebook or WhatsApp. Further, our holistic solution has hybrid human handover with a convenient handover interface, that ensures seamless customer interactions. In order to continuously improve the chatbot, we integrated an analytics dashboard. With this, Allianz can constantly assess the bot’s performance.

Allianz Chatbot Builder Solution by Motius

HAPPY CUSTOMERS & RELIEVED EMPLOYEES

All ideation, cooperation, iteration, and development efforts ended in a big success for both Allianz and Motius. Together, we were able to solve both key issues of the project. Moreover, we went beyond the initial goals to add further value.
With the holistic chatbot solution, Allianz now has a sustainable long-term “one-size-fits-all” solution that does not require tech expertise to operate, scale, and develop. It is a new customer channel with 100% availability that does not only help the customer but also enriches the jobs of its human colleagues.

Here’s what our partner from Allianz thinks:

„The holistic chatbot solution enables a fast and result-oriented start into conversational Artificial Intelligence. It brings along a feature set that satisfies requirements of state-of-the-art IT security, data privacy and different business models incl. B2B2C. The amount of configuration options that can be performed by a trained business user is significant, facilitating improved change management and business ownership in combination with the reduction of dependency from scarce IT resources.”
Dr. Stefan Weih, Head of Smart Automation Program, Allianz

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