Case Study: VHV Allgemeine Versicherung AG achieves faster customer engagement and higher conversions with Microsoft Azure

Insurance goes bot - Artificial intelligence deployed in customer contact

VHV Allgemeine Versicherung AG, a large German insurer, wanted to test whether a chatbot could support its existing communication and distribution channels, improve customer service at the point of sale, and boost online conversion. The company entered a hypothesis-driven pilot to evaluate chatbot acceptance, sales impact, and effects on service and consulting.

Working with Microsoft Consulting Services, VHV launched the chatbot “Mia” within eight weeks using Microsoft Bot Framework, LUIS, Dynamics 365 for knowledge management and other Azure tools. A phased soft launch allowed quick fixes and user-driven improvements; Mia now shows low error rates, strong engagement, delivers better product information to customers at the point of sale, and has opened opportunities for expanded sales and partner use cases.

VHV Allgemeine Versicherung AG

Melanie Sachse

Central Sales Development and Digitization