How Zurich International launched Zuri, their customer service chatbot

Solution

As a first step of the Spixii framework, the Spixii delivery team flew over to Dubai to deliver a 3-day Discovery workshop. During the workshop both parties set the basis of the collaboration, aligning cultures and objectives as well as pinning the scope of the project with all the measures to be taken to successfully launch Zuri in the market.

Through the workshop activities, we get a good overview of the Zurich services and challenges, we were able to frame the problem to tackle and prioritise the multiple ideas we generated.

Zuri, the outcome of our collaboration, was successfully launched as a pilot on time on the 15th of October.

After this launch, the customers landing on the Zurich website could receive assistance from Zuri. Through a simple and personal text-based conversation, Zuri was able to redirect the customer to the relevant channel or web page, provide the customer with pdf forms to download or give information on procedures.

Thanks to an effective collaboration and thanks to Spixii framework Zuri was conceived, designed and implemented in a record of 6 weeks end-to-end delivery.

The intensive brainstorming activities of the Spixii Discovery workshop also highlighted the next opportunities to grasp to keep growing Zuri by enhancing the service of Zuri while keeping the customer experience above industry benchmark.