DenmarkFinance and insurance2018 – ongoingTryg
Rosa internal insurance-support virtual agent
Tryg's Rosa answered internal insurance questions correctly in 95% of cases, according to boost.ai
Problem
Insurance staff needed help interpreting policy conditions. Calls to back-office colleagues interrupted customer conversations.
Approach
Tryg developed Rosa with boost.ai and launched it in August 2018. Staff queried its insurance knowledge during customer calls. Internal AI trainers maintained answers and distributed updates through the assistant.
Results
Takeaway
Staff consulted Rosa during customer calls instead of putting customers on hold to contact back-office colleagues. Boost.ai reported 95% correct answers in one account; its separate 97% figure also included useful assistance.
Categories
- Industry
- Finance and insurance
- Business function
- Customer serviceInternal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Boost.ai reported 95% correct answers. It dated Rosa's launch to August 2018.
Boost.ai described Rosa's use by customer-support staff and maintenance by internal trainers. It reported 97% of queries receiving a correct answer or useful assistance, alongside fewer back-office calls.
Full details are in the original sources.
