NetherlandsFinance and insurance2025 – ongoingCZ
Telephone identification bot
CZ said its telephone identification bot saved callers an average of 40 seconds
Problem
CZ wanted to shorten telephone waiting times while keeping personal help available for customers facing difficult circumstances.
Approach
CZ introduced an identification bot in November 2025. The insurer reported that it reduced average waiting time by 40 seconds. Employees took over calls involving serious circumstances, such as a death.
Results
Takeaway
CZ assigned identification to the bot while retaining employee handling for sensitive calls. It did not disclose how it measured the waiting-time reduction.
Categories
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Company's own claim
Sources
Source summaries
CZ reported that its telephone identification bot had saved an average of 40 seconds of waiting time since November 2025. It said employees always took over sensitive situations such as bereavement.
Full details are in the original sources.