Case Study: ERGO Insurance achieves faster, more personalised customer service with EBO.ai’s AI Virtual Agent

EBO’s AI transforms Customer Experience for ERGO Insurance

The customer, ERGO Insurance in Greece, faced the challenge of providing sustainable, round-the-clock service to its vast customer base. To meet its strategic goal of delivering a top-tier omnichannel experience, ERGO partnered with vendor EBO to address the need for a transformative solution for its call center operations.

EBO implemented an AI Virtual Agent, named Χαρά (Joy), built on Microsoft Azure. Utilizing natural language processing and machine learning, the solution streamlined processes like policy renewals and payments, achieving a 95% recognition rate and elevating customer satisfaction to 91%. The vendor's technology also successfully automated 89% of interactions end-to-end.

ERGO Insurance

Rea Theleriti

Chief Customer and Digital Transformation Officer