Financial services and Insurance

Business Case

Europ Assistance: our TalkActive for roadside assistance service

A project for Europ Assistance, the assistance and travel Insurance covering over 200 countries. 

Industry
Financial Service and Insurance

Objective

Provide an advanced roadside assistance to support customers agents and elevate customer satisfaction.

What we delivered

Since 2016 we have managed our client’s roadside assistance. First through a hybrid solution collaborating with an american platform, then replacing it with integrating our product TalkActive, the hybrid voicebot platform now powered by LLM applications. Currently, our service with TalkActive is active in Italy and France and recognized as the best performer in our client’s Group.

TalkActive streamlines all the process and accelerates responses and the taking charge of emergencies. This hybrid conversational IVR manages emergency requests automatically and collects information such as the customer's license plate, to verify insurance coverage and if that type of service is associated with the insurance, etc. TalkActive performs all the verifications up to the dispatching of emergency assistance. It subtracts 75% of the minutes of conversation with the operator and this determines a reduction in costs for the client. In the meantime, the interaction with TalkActive reveals high levels of customer satisfaction.

A winning experience

  • Accuracy level

    95%
  • Live calls minutes deflection

    75%
  • Handled end-to-end automated calls

    30%

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