NetherlandsFinance and insurance2024 – ongoingVGZ Cooperative
Aimy live-call knowledge assistant and automatic summaries
VGZ reported approximately 10% efficiency improvement after introducing Aimy for service calls
Problem
VGZ advisers searched knowledge articles while listening to increasingly complex customer questions. Customers waited on hold while staff looked for answers.
Approach
VGZ built Aimy using Azure and Genesys with OpenAI GPT models. It transcribed calls, retrieved relevant knowledge and drafted answers for advisers to review. It also generated summaries for customer records. VGZ compared calls with and without Aimy during a pilot before putting it into use.
Results
Takeaway
Advisers retained responsibility for the answer while AI handled retrieval and documentation. The reported efficiency improvement was VGZ's assessment.
Categories
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
VGZ managers described Aimy's development from 2024 and its use during customer calls. They reported approximately 10% efficiency improvement following a pilot that compared assisted and unassisted calls.
Full details are in the original sources.