Case Study: Helvetia achieves 30%+ policy conversion and end-to-end claims automation with Rasa

Helvetia uses AI assistants to transform customer experience in sales, marketing and customer service

Helvetia, the Swiss insurer, faced a rapidly changing market as customers shifted to messaging channels like Facebook Messenger and SMS and demanded more customer‑centric interactions across sales, marketing and claims. To modernize customer engagement, Helvetia partnered with Rasa and adopted Rasa’s machine‑learning‑based dialogue management and on‑prem AI assistant capabilities.

Helvetia formed a lean product team to validate use cases and deployed Rasa’s AI assistants on‑prem to protect data and keep models in‑house; using Rasa, they achieved a policy‑sale conversion rate of more than 30%, higher customer satisfaction, lower costs, and full end‑to‑end automation of the bicycle insurance claims process, scaling to 20+ in‑house use cases with significant investment in the product team.

Helvetia

Florian Nägele

Head Omnichannel & Touchpoint Management