The Asseco medical voicebot has got onboard with TU Zdrowie
The coronavirus pandemic has accelerated the digitization of insurance companies and reshaped the way they interact with customers. In the era of relentless digitalization, bots increasingly support physical employees in their daily tasks. TU Zdrowie, supported by Asseco, has opted for such an upgrade. IGA, the new Intelligent Voice Assistant, will provide the customer with quick answers to questions about their insurance, accept orders for medical services to be rendered, or forward the customer to the appropriate consultant, thus significantly accelerating the customer 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 response to the dynamic expansion resulting from 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, IGA, runs on artificial intelligence algorithms and perfectly recognizes human speech. The virtual advisor is available 24 hours a day, 7 days a week.
- Modern IT tools are the strength and competitiveness of our services. The frequency of telephone contacts in the medical insurance sector is very high, thus we make sure to expand our contact center and constantly improve the quality of our services. Our and our customers’ most important priority is that the insured person can resolve any matters related to their insurance at any time, without any problems and unnecessary waiting time. For this reason, we took the decision to implement an Asseco voicebot, which has taken over some of the tasks of our employees, lightened their workload, and thus accelerated service by answering customers’ questions or redirecting them accordingly. IGA’s assistance is already invaluable, considering the number of calls we handle - stresses Sławomir Koszewski, Member of the Management Board of TU Zdrowie.
IGA’s task is to streamline and fast-track the contact so that the customer does not queue on the hotline waiting for an available consultant. This offloading of basic tasks from employees will allow them to focus on supporting users at later, more demanding stages.
- The main goal of measures to automate specific processes is to reduce the time from the moment a user submits their question to the moment they receive an answer. Therefore, we first focused on replacing the well-known IVR system (interactive voice response) with an intelligent solution, so that the customer can immediately connect with TU Zdrowie and get support. Once the needs had been mapped, we introduced IGA, which is designed to correctly identify the customer’s issue and find a suitable solution. IGA will be continually refined, and the number of users supported by her will gradually increase -adds Kamil Parzuchowski, Head of Asseco Innovation Hub, Asseco Poland.
The popularity of bots has become a reality. According to the forecast of the Statista portal, by 2025, the virtual brand assistants market will have reached the worth of over USD 1.25 billion. However, as shown by the results of a study by LivePerson, a company that surveyed over 5,000 consumers from Europe, North America, Asia and Australia, in 2020, 75% of respondents have at least once interacted with a virtual advisor.
