Case Study: VHV Allgemeine Versicherung AG achieves rapid chatbot deployment and improved customer insights with Microsoft Power BI

Insurance goes bot - Artificial intelligence deployed in customer contact

VHV Allgemeine Versicherung AG piloted a chatbot to enhance its communication and distribution channels, aiming to boost online sales conversion and improve customer service. Working with Microsoft Consulting Services and leveraging Microsoft Power BI alongside Azure Bot Service, Azure Cognitive Services, LUIS and Dynamics 365, VHV tested acceptance of chatbots and defined use cases focused on answering product questions at the point of sale.

The vendor-enabled solution—delivered with Microsoft Power BI support—turned the bot “Mia” productive within eight weeks (soft-launched after six), integrating LUIS for natural language and Dynamics 365 for knowledge management. Iterative user testing led to a low error rate, positive access figures and more timely customer information at point of sale, demonstrating faster time-to-market and promising improvements in conversion and new sales use cases.

VHV Allgemeine Versicherung AG

Melanie Sachse

Central Sales Development and Digitization