SloveniaFinance and insurance2024 – ongoingZavarovalnica Triglav
AI routing of customer enquiries
Triglav reported about 50% less manual intervention for certain requests with AI routing
Problem
Agents manually read customer enquiries, searched the knowledge base, and forwarded questions to the appropriate department.
Approach
Triglav built an enquiry-routing system using Azure OpenAI Service. It reviewed enquiry content and directed questions to the relevant department.
Results
about 50%reduction in manual intervention for certain types of customer requests through AI routing, per Microsoft
Takeaway
Triglav reduced manual routing work for certain request types. The reported reduction did not cover all enquiries.
Categories
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
[1]Microsoft3 Apr 2024
Microsoft described Triglav's AI enquiry routing and response drafting. Its communication platform director reported about 50% less manual intervention for certain request types.
Full details are in the original sources.
Added 4 Nov 2026 · Updated 4 Nov 2026
