PolandFinance and insurance2021 – ongoingGenerali Poland
Leon customer-service chatbot
Generali Poland's Leon chatbot handled more than 97% of conversations without human redirection, according to IBM
Problem
Consultants spent much of their time answering repetitive questions. Growing support demand left less time for complex cases.
Approach
Generali worked with TUATARA to deploy Leon on its Polish website. Built on IBM's assistant technology, it used machine learning and natural-language processing trained on contact-center data. It answered routine questions and transferred unsupported queries to people.
Results
Takeaway
The containment result covered chatbot conversations. It did not measure the share of all customer-service contacts automated.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
IBM described Leon's deployment with TUATARA. It reported more than 97% conversation containment and around 120 consultant hours saved monthly.
Generali confirmed that Leon was already operating with TUATARA and IBM Watson technology in 2021. It reported approximately 4,500 automated inquiries monthly at that stage.
Full details are in the original sources.
