Zurich International (Zurich) set out on a new mission: improve their online customer experience and assess the appetite of their customers using an insurance chatbot. They engaged with SPIXII to run a pilot to understand how to offer a better digital insurance service to their customers.
In the first 6 weeks of pilot, 25% of visitors engaged with Zuri. Zuri then allowed customers to solve queries without calling during working hours which represented 50% of all queries received. Here are the results from the pilot so far:
Zuri also allowed collecting customer queries that couldn’t be delivered digitally at the moment, informing in real-time Zurich on next areas of development.
Anthony McGonagle, Head of Digital Transformation
Reena Vivek, Chief Operating Officer
Executive Sponsor of Women's Innovation Network - Middle East