Chatbot development for insurance company Kniazha Vienna Insurance Group

Since insurance coordinators used personal accounts for communication with the insured, Viber often recognized those as spam and blocked operators. Besides, chats couldn’t be assigned to a particular operator, which made it difficult for operators to efficiently communicate with the insured. Moreover, operators had to spend much time identifying clients (asking for names, policy numbers, and other details) before proceeding directly to the user’s inquiry. Kniazha decided to create a single chatbot for three messaging platforms and ultimately improve the operation efficiency. So, the key goals included the shift to business accounts to avoid account blocking, the opportunity to allocate operators for communication in chats and track the work efficiency of each team member, and optimizing the time operators spend for client authentication. In the future, the client plans to integrate the chatbot with a core insurance platform for automated inquiries and communication history storage.

Another significant challenge was complying with the requirements that insurance clients have and being more competitive.