Reducing insurance AI chatbot tickets is now a strategic challenge for industry players. In this case study, discover how SPVIE Assurances deployed an AI chatbot to absorb peak demand and reduce support ticket volume by 54%.
Why was ticket reduction a key challenge for SPVIE?
SPVIE Assurances has leveraged advanced technological solutions offered by tolk.ai to revolutionize its customer service. Faced with a significant increase in interactions at the end of the year, the company integrated chatbots to optimize the handling of recurring and low-complexity requests.
In 2021, SPVIE Assurances initiated a transformation of its customer relations under the leadership of Sonia Baptista, Digital Project Manager. The company then deployed chatbots across several strategic channels, including the website, the policyholder portal, and the mobile app. This initiative met a clear objective: to automate simple requests while refocusing teams on complex issues. As a result, traditional channels such as phone and email are gradually being decongested.
In the first year, the adoption of this technology led to a 54% reduction in support tickets. At the same time, customer service responsiveness improved significantly, leading to a notable increase in user satisfaction. On the mobile app, this rate reached 74%, confirming the chatbot’s positive impact on the overall customer experience. These results are largely due to the choice of a technological solution adapted to operational challenges.
With tolk.ai, SPVIE benefits from native integration with Zendesk, which was already being used by the support teams. The chatbot fits directly into the existing ticketing module, without any journey disruption or tool changes. Exchanges are thus centralized in a single interface, facilitating the fluid transmission of requests to the relevant teams. This operational continuity strengthens process efficiency and improves coordination between automation and human intervention.
Today, the chatbot independently answers 98% of frequent questions, while significantly lightening the teams’ workload. It does not replace advisors but acts as a lever to optimize their time and expertise. Sonia Baptista emphasizes the importance of this technology as a lever to transform the cost center into a profit center.
The experience of SPVIE Assurances demonstrates that adopting intelligent solutions like tolk.ai can substantially transform customer relationship management. We invite industry professionals to discover the benefits of our platform by requesting a demo. Adopt tolk.ai to improve your customer service efficiency and provide an optimal user experience.