Case Study: Baloise improves customer service with Spitch’s voice-driven virtual assistant

Virtual Assistant Complements the Baloise Customer Service Offering

Baloise, a European insurance group, faced challenges with long customer call waiting times and incorrect call transfers, which were negatively impacting customer experience. To address this, they partnered with vendor Spitch to implement its voice-driven Virtual Assistant.

Spitch's solution utilized high-precision speech recognition to identify callers' intents, such as damage claims, even understanding Swiss-German dialects. The Virtual Assistant efficiently routes calls to the correct operator and provides a text pop-up with a conversation summary. This resulted in immediate access to the right agent for customers and provided Baloise with valuable analytics data to further improve service.

Baloise

Beate Hofferbert-Junge

Head of Non-Life Customer Service, Member of the Management Board Operations & IT Baloise Insurance