Iryna Kravchenko Iryna KravchenkoChief Editor
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DICEUS developed a chatbot for Kniazha Vienna Insurance Group 

DICEUS developed a chatbot for the insurance company Kniazha Vienna Insurance Group. The chatbot went live on May 1, 2024, and is available on Telegram, Viber, and WhatsApp. It was developed using a low-code platform, allowing for quick time to market.  

The chatbot provides round-the-clock online customer support so clients can get advice anytime. The most valuable features for the insured are sending doctor’s reports by attaching all the necessary documents, submitting claims, scheduling doctor’s appointments, and buying insurance. Also, the chatbot provides contact information and addresses of Kniazha’s branches upon request.   

Kniazha’s operators, in turn, received a single web interface to manage and work with customer inquiries sent through the chatbot. Now, the workload is equally distributed among the operators. The latter get notifications that they are assigned to communicate with particular clients. The communication history with clients is stored and can be reviewed anytime.  

Thanks to the chatbot implementation, the time Kniazha’s operators spent identifying customers was reduced as the chatbot is now doing this. Consequently, the inquiry processing time also decreased as customers, when connected with an operator, can directly proceed to their inquiry’s subject matter. The chatbot launch helped Kniazha VIG improve customer loyalty and satisfaction, enhance operational efficiency, and handle the simultaneous processing of multiple inquiries without investing in additional resources.  

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Read a case study: Chatbot development for Kniazha VIG 

DICEUS has been developing software solutions for the insurance industry since 2011. Our team has a deep understanding of the key insurance operations and a good knowledge of the latest CX trends and best practices. Feel free to contact us if you need to implement a new digital channel for communication with your customers or any other software solution to achieve your business goals.  

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