Case Study: AXA improves customer support and automates insurance service with Born Digital

AXA offers its customers omnichannel self-service with AI virtual agents

AXA, a multinational insurance company, faced an unprecedented contact center overload during the global pandemic, driven by confusing travel restrictions. To automate recurring customer interactions, they partnered with vendor Born Digital to implement an AI voice assistant.

Born Digital implemented an omnichannel solution starting with a voice agent to handle routine calls and information. This was later expanded to include a chat channel and email automation for classification and routing. The solution achieved significant results, including 100,000+ voicebot interactions and fully automating 20% of them, which saved operators time and reduced operational costs. Born Digital also provided email processing and fraud detection technologies to further streamline operations.

AXA

Lukáš Klozík

Travel Assistance Manager