Case Study: Union Insurance achieves 24/7 specialist support with Feedyou’s virtual insurance expert

Union Insurance - Customer Case Study

Union Insurance, a major insurance company in Slovakia, faced a significant challenge. Its insurance specialists were becoming frustrated with the excessive amount of time it took to find answers to complex questions using their internal knowledge base and human experts, which was slowing down their workflow. The company turned to the vendor Feedyou for a solution.

Feedyou implemented a virtual insurance expert chatbot for Union's internal system. The solution used an NLP model to process questions and provide immediate answers, successfully resolving 88% of cases without human help in its first three months. This dramatically improved efficiency, allowing specialists to find information quickly and saving human experts a substantial amount of time, which led Union to immediately plan a second chatbot project with Feedyou for their public customer website.

Union Insurance

Richard Stránsky

Head of Customer Centres