Case Study: Generali Switzerland improves call routing and customer satisfaction with Enterprise Bot's AI voicebot Leonie

Generali Switzerland cuts misdirected calls by 22% with Enterprise Bot

Generali Switzerland, a leading insurance company, was facing significant challenges with its outdated interactive voice response (IVR) system. Customers were frustrated by long waiting times and complicated menus, which led to 30% of calls being misdirected. This created high internal effort and reduced employee efficiency. To address this, Generali partnered with vendor Enterprise Bot to implement an intelligent AI solution for smarter call routing.

Enterprise Bot implemented "Leonie," an AI-supported Swiss German voicebot. The solution allows customers to speak naturally, with the AI understanding their request and forwarding the call directly to the correct department via a Luware integration. The results were substantial, including a 22% reduction in misdirected calls and speech comprehension accuracy of 98%. This led to significantly shorter waiting times, faster processing, and an improved customer experience for Generali Switzerland.

Generali Switzerland