Case Study: DKV Seguros automates customer support and achieves 83.9% answer rate with Inbenta

DKV Seguros - Customer Case Study

DKV Seguros is a health-focused personal insurance company (part of ERGO/Munich Re) that serves many customers across digital and offline channels. Faced with hundreds of daily inquiries and high website traffic, DKV needed a solution that could deliver immediate, accurate answers, integrate with existing systems, be easy to maintain, and scale to new channels.

DKV implemented Inbenta’s neurosymbolic AI chatbot to surface answers from a broad insurance knowledge base, enable natural searches for medical panels by specialty and region, and provide analytics dashboards for continuous improvement. Deployed on the website, the private customer area and WhatsApp, the bot handled 57,010 queries in 2022 with an 83.9% answer rate, automating FAQs, optimizing incoming requests and improving understanding of customer needs.

DKV Seguros

Norbert Gasó

Senior Consultant for Innovation