The insurance company chose Spixii thanks to its deep knowledge of the insurance processes and thanks to its robust technology, aligned with compliance and regulation. The solution resulted in a new experience for the customer, for the first time guided by a conversational interface through the discovery of travel products.
The chatbot was deployed in less than 6 weeks directly on the home page of the insurer, fully integrated with the rating engine. It delivered an uplift in conversion rates from day one from specific segments such as young people.
During the pilot, Spixii continuously optimised chatbot performance through usability testing with the end goal of maximising conversion rates. Tests included variations of positioning in the web-page to drive visitors to use the bot, changes in the content of the conversation, and the user interface. Developing a range of customer behavioral economics principles, the chatbot conversation focused on curiosity and inclusive language, making the brand shine. All the results were tracked thanks to Spixii Analytics module and through A/B testing on the webpage.
As of 2016, this was the first time a fully automated chatbot was used by the public to buy an insurance product online. It was designed to build trust and loyalty through clear, engaging and personal communication with the customer, and to offer insurers evidence-based insights coming from analytics to help them sell insurance in the right context to the right customer.