German insurance company VHV Versicherungen has created a new chatbot named Mia to improve customer support.
Mia answers customers ‘insurance related questions and can help set up new policies while searching for independent brokers in the local area.
By assisting existing and potential clients with basic inquiries, human service agents can spend more time focusing on complex problems.
“One of the primary and most important use cases that our bot Mia was meant to tackle was to be able to quickly answer individual questions about the product at the point of sale in order to increase the conversion rate,” said Melanie Sachse, online marketing manager at VHV.
The knowledge management and data enhancement of Mia was carried out using Dynamics 365 alongside Microsoft’s Language Understanding Intelligence Service (LUIS).
LUIS was used to create Mia’s language models, alongside interviews with customer service agents to determine the most frequently asked questions.
“Mia is currently providing us with more information about and for our customers in any case,” said Saschse. “And everything else can come in time. For example, we are considering developing new use cases for our sales partners. The collaboration with the international Microsoft Consulting Services team was fantastic. The range of tools which Microsoft can draw upon is impressive”.