No more queues: Conversational AI revolutionises breakdown service

Efficient customer interaction in emergencies

The scenarios for the AI breakdown service are as varied as they are commonplace – such as a flat tyre at night on a country road, which is something that could happen to anyone. In the past, the caller would often end up in a call centre queue for the breakdown service.

In our insurance company, however, artificial intelligence ensures optimum customer interaction via a voicebot. The caller is given immediate support without having to wait, and can describe the situation in ordinary language. The reason for calling and the caller’s identity and insurance status are clarified. The user is also offered GPS location tracking via smartphone, so that their exact location can be determined easily and conveniently without the need for complicated explanations.

The AI then commissions the nearest towing service, so that the customer who has broken down can be helped as quickly as possible. Further services, such as booking a rental vehicle in the case of long repair times, can also be requested quickly and easily with the insurance company’s AI solution.
 

Behind the scenes

For the Conversational AI project, Deloitte played a key role in successfully designing and implementing the state-of-the-art voicebot.

We secured the project because our client was particularly impressed by our conversational AI expertise and proactive approach during the talks.

Deloitte supported the whole process strategically from concept through to implementation. The journey began with a detailed analysis of the customer journey, in order to ensure that the voicebot was properly aligned with the needs and expectations of the end users. Existing processes were examined and then streamlined where necessary.
This analysis formed the basis for the chatbot design, in which the Deloitte experts placed particular emphasis not only on intuitive user guidance but also on high interaction quality.
In the implementation and programming of the chatbot dialogue, the design and technology experts really came to the fore. They developed dialogues that not only respond accurately to the user’s questions but also facilitate natural conversation. These dialogues were constantly improved through comprehensive tests and adjustments.
Other key services included ensuring data security and compliance, as well as training internal teams to use this new technology.
With its holistic approach and a combination of technical expertise, strategic planning and comprehensive project experience, Deloitte played a pivotal role in establishing the Conversational AI programme within the company.

The goals were ambitious from the outset. Ten countries and eight languages were defined for the first phase of the international rollout. For maximum effectiveness and efficiency, the Deloitte experts set up an overarching programme with a central Centre of Competence (CoC). The CoC designs uniform customer journeys, as well as modules and assets that can be easily reused. At the same time, the team ensures a seamless link with the existing transaction systems of the insurance company – an essential prerequisite for efficient processes.
 

This success story was made possible by combining our Deloitte expertise into a global programme and by the first-class collaboration with the insurance provider’s international and local teams. Customer satisfaction was increased. At the same time, processes were optimised, leading to cost savings.

Stephan Schüssler, Director | Lead Intelligent Automation & Conversational AI bei Deloitte
 

Tangible added value

The Conversational AI programme will continue to be rolled out on a permanent basis, due to the results so far, which speak for themselves: In the first two years, around 20several million call minutes were digitised by the voicebot.

A customer satisfaction survey confirmed that 93 a high per centage of users demonstrate a remarkable willingness to recommend the voicebot as their preferred communication channel. Most of them cited the elimination of waiting times as a reason. It was also stated that the support promised by the bot can be relied on.

A further advantage from the perspective of the insurance company is that it is possible to process seasonally high call volumes in the call centre with the voicebot. At peak holiday times in particular, there are 30 to 40 per cent more calls to the breakdown service – and this when many of the centre’s own employees are on holiday. In addition, using the voicebot frees up the call centre employees to devote more of their time and effort to particularly complex cases that their customers come to them with. All in all, it is a win-win situation for everyone.

Outlook

The insurance company’s Conversational AI programme is making rapid progress. The use cases are being continuously expanded: In addition to the breakdown service, they now also cover health and travel insurance, as well as other areas. For example, one new use case that is currently being implemented will see AI bots support the service employees in real time with specific customer queries about their contracts.