Financial services and Insurance
Business Case
Europ Assistance: our TalkActive for roadside assistance service
A project for Europ Assistance, the assistance and travel Insurance covering over 200 countries.
- Industry
- Financial Service and Insurance
Objective
Provide an advanced roadside assistance to support customers agents and elevate customer satisfaction.
What we delivered
Since 2016 we have managed our client’s roadside assistance. First through a hybrid solution collaborating with an american platform, then replacing it with integrating our product TalkActive, the hybrid voicebot platform now powered by LLM applications. Currently, our service with TalkActive is active in Italy and France and recognized as the best performer in our client’s Group.
TalkActive streamlines all the process and accelerates responses and the taking charge of emergencies. This hybrid conversational IVR manages emergency requests automatically and collects information such as the customer's license plate, to verify insurance coverage and if that type of service is associated with the insurance, etc. TalkActive performs all the verifications up to the dispatching of emergency assistance. It subtracts 75% of the minutes of conversation with the operator and this determines a reduction in costs for the client. In the meantime, the interaction with TalkActive reveals high levels of customer satisfaction.
TalkActive streamlines all the process and accelerates responses and the taking charge of emergencies. This hybrid conversational IVR manages emergency requests automatically and collects information such as the customer's license plate, to verify insurance coverage and if that type of service is associated with the insurance, etc. TalkActive performs all the verifications up to the dispatching of emergency assistance. It subtracts 75% of the minutes of conversation with the operator and this determines a reduction in costs for the client. In the meantime, the interaction with TalkActive reveals high levels of customer satisfaction.
A winning experience
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95%
Accuracy level
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75%
Live calls minutes deflection
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30%
Handled end-to-end automated calls