In the sales division of DEVK Insurance, I focus on the strategic and operational development of digital sales and service processes. My goal is to actively shape the digital transformation while sustainably increasing both customer service efficiency and customer satisfaction. To achieve this, we will need a significantly better understanding of customer journeys in the future. This includes actively promoting a digital corporate culture and supporting the cultural transformation.
Customer expectations are constantly evolving due to global players and services. The key to success lies in identifying which technologies can be effectively applied in the right situations and processes. Core success factors will be integrations and data availability. To this end, we need to connect CRM systems, customer portals, and self-service solutions in a “lightweight” manner.
Artificial intelligence is transforming the underwriting process and customer relations in the insurance sector. For mutual insurance companies, its integration must meet a dual requirement: improving operational performance while enhancing member satisfaction.
This requires a responsible approach based on transparency, ethics and compliance by design, right from the solution design stage. AI then becomes a lever for optimising services, personalising interactions and streamlining processes, without compromising the values of solidarity and proximity.
This presentation will shed light on the conditions for sustainable and controlled deployment.
This session will focus on an internal chatbot project which is about to be introduced at KöBE Insurance. The chatbot is designed to support employees in their day-to-day operations in the following areas: claims management, Call Center and personal customer service, and contract administration. The presentation will outline the goals that motivated the insurance company to launch the project, the process and technical implementation methods used during development and deployment, and the future opportunities the application may offer.
The advantages and disadvantages of the project compared to similar AI-based systems will also be discussed. As the application is being developed with an external partner, we will also present the terms of this collaboration.
