Case Study: Topdanmark automates 80% of travel insurance inquiries with boost.ai

How a leading Scandinavian insurer used conversational AI to automate 80% of all travel insurance inquiries received through online chat

Topdanmark, Denmark’s second-largest insurer, wanted to improve its online customer experience as more customers shifted to self-service channels for travel and car insurance support. To meet this demand, the company partnered with boost.ai and Deloitte to launch an advanced virtual agent called Globus.

Using boost.ai’s conversational AI technology, Globus was built to handle common insurance questions and support real-time updates by Topdanmark’s internal AI trainers. The solution now answers over 80% of travel-related inquiries, automates upwards of 80% of car insurance queries in its first week, and helps reduce the workload on human agents while improving speed and consistency of customer service.

Topdanmark

Sebastian Juel

Head of Customer Service