Case Study: Dôvera achieves faster customer service with Born Digital's conversational AI

Dôvera Health Insurance company introduces conversational AI for its 1.7M insured customers

Dôvera Health Insurance Company, serving 1.7 million customers, faced challenges with lengthy customer authentication processes. This led to increased wait times and burdened contact center operators with repetitive tasks. To address this, Dôvera partnered with vendor Born Digital to implement an innovative AI solution, the Digital Agent, to optimize operations and enhance the customer experience.

Born Digital's solution implemented a Digital Agent that fully automates policyholder authentication and the process of ordering and issuing insurance cards. This resulted in significant time savings for operators, with the bot now handling 64% of authentications. The implementation saves over 2,500 operator calls monthly and automatically issues hundreds of insurance cards each month, providing a more efficient experience for customers.

Dôvera Health Insurance Company

Martin Červenák

Contact Center Manager