Case Study: Zurich International improves efficiency and customer experience with Haptik

Elevated Customer Support for the World’s Leading Insurance Company using AI

Zurich International, part of Zurich Insurance Group, needed a better way to handle its large volume of customer queries and service requests while providing 24/7 support. The company partnered with Haptik to build an intelligent conversational solution, Zuri, to help customers quickly manage insurance-related needs and get guidance outside of business hours.

Haptik implemented Zuri on Zurich’s website to handle routine tasks like policy updates, claims and withdrawal requests, callback requests, and step-by-step query resolution, with seamless routing to human agents when needed. The results were strong: Zurich achieved an 84% automation rate, up to 70% query resolution end-to-end, and a 10% increase in website visitor engagement, improving both efficiency and customer experience.

Zurich International

Mark Cady

Head of Operations