Case Study: DOMCURA AG speeds up insurance search and claims handling with Microsoft Azure and Bot Framework

Employees get a new colleague – a bot that can search and find at top speed

DOMCURA AG, a German insurance company, was challenged by an inefficient and time-consuming process where employees had to search through thousands of data records and hundreds of complex insurance documents for answers. To address this, they worked with Microsoft and its partner, Bright Skies GmbH, to implement a solution based on the Microsoft Bot Framework, Skype for Business, and Azure.

The Microsoft-based bot provides a unified search interface within Skype for Business, allowing employees to ask questions and receive accurate answers drawn from disparate sources. The solution, which uses Azure's QnA Maker, significantly sped up information retrieval and improved answer quality by learning from user interactions. The result was an immediate and high rate of adoption by staff, a reduced workload on employees, and plans to expand the bot’s capabilities to process claims and eventually serve external partners.

DOMCURA AG

Lars Malinowsky

Head of IT Services