In a context where efficient management of seasonal peaks in demand is crucial, SPVIE Assurances has taken advantage of the advanced technological solutions offered by tolk.ai to revolutionize its customer service. Faced with a significant increase in end-of-year interactions, the company integrated chatbots to optimize the handling of recurring, less complex requests.
In 2021, under the guidance of Sonia Baptista, digital project manager at SPVIE Assurances, the company successfully deployed chatbots on several platforms, including its website, insured web space, and mobile app. This integration has relieved congestion on traditional channels such as phone and email, focusing human resources on requests requiring specific expertise.
The adoption of this technology led to a 54% reduction in support tickets in the first year. This result not only improved customer service responsiveness, but also increased user satisfaction, with a satisfaction rate reaching 74% on the mobile application.
One of tolk.ai's major assets is its compatibility with the Zendesk ticketing module, facilitating ticket management and ongoing communication in a single interface. This feature ensures the smooth transition of customer queries to the appropriate departments, boosting the efficiency of support processes.
SPVIE's management is very satisfied with the performance of the chatbot, which not only autonomously answers 98% of frequently asked questions, but also acts as a strategic tool to lighten the workload of management teams. Sonia Baptista emphasizes the importance of this technology as a lever for transforming the cost center into a profit center.
SPVIE Assurances' experience shows 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 demonstration. Adopt tolk.ai to improve your customer service efficiency and deliver an optimal user experience.
