Maxime Hess, Property & Casualty Sales Director at FMAAssurances, shares the success story of ourcollaboration.
FMA Assurances is a 130-employee wholesale broker. It works with insurance companies to create tailor-made products that meet their customers' needs. The company's customer service department also works on a white-label basis with brands such as Honda Assurance, Harley Assurance and BMW Motorrad Assurance. Customer inquiries are received by telephone or via the company's website.
In 2021, FMAAssurances called on tolk.ai to improve the customer experience by giving them more autonomy throughautomated responses. Today, the company has 6 different chatbots that were very simply implemented on the various websites.
After a year's use of chatbots, FMA Assurances found that 30% of customer queries were handled during customer service closing hours, and that there was a 20% increase in connections to customers' personal space. What's more, 99% of requests are resolved by the chatbot, which has led to a 20% increase in quotations.
