Case Study: Generali Czech Insurance boosts self-service and saves FTE with Daktela virtual assistants

Virtual Assistant Leo Celebrates Success at Generali

Generali Czech Insurance, a major Czech insurance company, faced increasing customer communication volumes through their chat and phone channels. Their previous systems, a basic chat solution and a standard push-button IVR, were inefficient and required significant operator involvement. They partnered with Daktela to implement AI-driven virtual assistants, named Leo, aiming to automate a substantial portion of interactions and modernize their customer service.

Daktela implemented both a chatbot and a voicebot for the insurance company, handling tasks from document attachment and contract cancellations to call steering and client verification. The solution was chosen for its simple interface and speed of implementation. The results were significant: the chatbot now fully processes 62% of chat requests, saving an estimated 6 FTE, while the voicebot handles 90% of calls, saving nearly 7 FTE overall. Daktela's technology successfully reduced call volumes, increased chat usage, and positioned Generali as a technology leader.

Generali Insurance

Jakub Haman

Business Owner For Chatbot/Voicebot