Case Study: Aviva achieves 60% automated customer inquiries with Zowie

Aviva Automates 40% of Customer Inquiries in 2 Weeks

Aviva, the British multinational insurer serving about 33 million customers, needed to make its MyAviva self‑service platform both digital and “human” — letting customers ask questions and chat on the channels they use without overwhelming a customer service team facing tens of thousands of monthly contacts. To solve this, Aviva engaged Zowie to deploy an AI chatbot and omnichannel chat solution (website chat, Messenger, and a unified Zowie Inbox).

Zowie’s implementation — initially with handoff to agents disabled — automated roughly 40% of customer questions in just two weeks and reached 60% automation after three months, driving about 14,000 automated engagements per month. The result: a dramatic drop in routine conversations for Aviva’s agents, faster responses for customers, and more time for the team to handle complex issues, all enabled by Zowie’s AI and omnichannel tools.

Aviva

Sebastian Czerski

Digital Innovation Specialist