Case Study: VHV Allgemeine Versicherung AG achieves faster AI-driven customer contact and improved conversions with Microsoft Dynamics 365

Insurance goes bot Artificial intelligence deployed in customer contact

VHV Allgemeine Versicherung AG, a German insurance provider, wanted to test whether a chatbot could better support its communication and distribution channels, increase conversion at the point of sale, and improve service and advisory outcomes. The company entered the project with hypotheses about customer acceptance and sales impact and needed a fast, practical way to validate them.

Working with Microsoft Consulting Services, VHV built the chatbot “Mia” through a three-day UX workshop and rapid development using Microsoft Bot Framework, LUIS and Dynamics 365, moving to production in about eight weeks and running a six-week soft launch to iterate. The bot achieved low error rates, strong user engagement and increased customer information at the point of sale, and VHV is now exploring additional use cases for sales partners.

VHV Allgemeine Versicherung AG

Melanie Sachse

Central Sales Development and Digitization