Case Study: ERGO achieves 30% request automation and faster, 24/7 customer support with Rasa

ERGO uses Rasa to supply human agents with automated suggestions to answer complex questions, using deep learning-based NLP

ERGO, a leading European insurance company, needed to expand customer service to 24/7 coverage while cutting costs, but found basic chatbots and IVR frustrating for users, unable to handle complex requests or integrate with back-end systems. To preserve data security and the quality of its award-winning agents, ERGO turned to Rasa and its Rasa X platform to find an alternative approach.

ERGO deployed Rasa X to supply human agents with AI-generated answer suggestions after analyzing thousands of real conversations and completing a 12-week agent training phase; the system immediately reduced response times, boosted productivity and resource availability, and automated over 30% of customer requests. Rasa’s solution has convinced management to pursue full autonomy for selected use cases and deeper integration into ERGO’s live chat.

ERGO

Gregor Wiest

Head of Innovation