Case Study: Generali Poland achieves 97% automated customer support with IBM watsonx Assistant

Setting a new standard for customer support

Generali Poland needed a better way to handle rising volumes of customer support requests and simple, repetitive queries that were consuming consultants’ time. To improve speed and convenience, Generali worked with IBM and TUATARA to add AI-powered self-service to its website using IBM watsonx Assistant.

IBM and TUATARA implemented Leon, a virtual assistant that answers customer questions 24/7 and can handle more than 120 common support scenarios. The result: over 97% of customer conversations are now handled automatically, about 120 hours of consultant time are saved each month, and chatbot interactions increased 2.5x after launch.

Generali

Gianluca Sanmartino

Head of Group Enterprise Risk Management