Case Study: Progressive Insurance achieves an AI-powered customer service channel with Microsoft Azure Bot Service

Insurance shoppers gain new service channel with artificial intelligence chatbot

Progressive Corporation, a major auto insurance provider, wanted to leverage a popular mobile messaging channel to offer customers an easy and personal way to get quotes and ask questions. To meet customers where they are, the company partnered with Microsoft Corporation to build an AI-powered chatbot using Microsoft Azure Bot Service and Cognitive Services.

Microsoft's solution enabled Progressive to quickly develop the "Flo Chatbot" for Facebook Messenger, which provides conversational quotes, answers questions, and embodies the brand's iconic personality. The tools allowed for agile, cost-effective development and over 75 updates in the first four months, with built-in Azure scalability managing demand. The result was strong organic customer engagement and positive feedback, providing a resilient foundation for the chatbot's expansion to new channels.

Progressive Corporation

Matt White

Marketing Manager, Personal Lines Acquisition Experience