Case Study: Swiss Re achieves 12% fewer tickets and faster employee self-resolution with Starmind

Swiss Re boosts access to corporate services knowledge and experts with Starmind

Swiss Re, a global reinsurance leader, faced fragmented channels for corporate services that made it hard for employees to find experts or answers, driving repetitive requests to the enterprise service desk. To boost self-resolution and simplify access to corporate knowledge, Swiss Re integrated the Starmind platform into its ContactOne self-service portal and ServiceNow workflows.

Starmind’s crowdsourced, AI-driven expertise was embedded in ContactOne search, chatbot and ticket workflows to surface context-based answers and connect employees to subject-matter experts. The integration cut tickets by 12%, drove a 58% rise in monthly active users, increased incoming questions by 175% and answers by 131%, and lifted knowledge reuse by 76%, while enabling the community to maintain knowledge without extra knowledge‑management hires.

Swiss Re

Simon Margulies

Head of Self-Service Solutions