IBM Cloud Empowered Allianz to Promote Efficiency in Operations Instantly
IBM Cloud helped Allianz to focus more on security and efficiency
Challenges
Business leaders at Allianz believe that Taiwan has a very tech-savvy population and is keen to try new things. The company is always striving to explore new innovations to keep up with the demands of its customers. Allie is Allianz’s latest innovation. More than a chatbot, Allie is an AI-powered virtual assistant. She interprets complex insurance questions, response to policy inquiries, makes policy changes, and, like any good customer-care professional, is a whiz at small talk. Nearly 50 % of the customer requests for Allianz get through Allie and are received outside of call center hours, so the company is providing a higher level of service by better meeting its customers’ needs.
Allianz set out with a very broad vision for Allie. The company wanted a virtual, social, and seamless customer assistant that could manage 80% of its customers’ most frequent requests. But as the largest international life insurance provider in Taiwan, it also required a solution that helped address regulatory requirements and security.
Initiatives
Allie is undeniably cute — a feature that, like her capabilities, is the result of thoughtful design and a sophisticated technology solution built with IBM Cloud® and the IBM Watson® Assistant service. Unlike most chatbots, the IBM Watson Assistant service uses NLP to understand the context and subtleties of language, so Allie not only understands but interprets language variation and nuance while she continues to learn. Allianz worked with IBM to build a knowledge base for Allie with more than 400 real-life scripts, based on data collected from a year of customer requests to its call centers. To help Allianz comply with strict regulatory guidelines regarding customer information and privacy, IBM tailored an IBM Cloud solution with IBM Watson Assistant and Humix, an open-source robot framework that acts as a middle layer and helps protect sensitive customer information.
Results
IBM’s open-source platform allows Allianz to maintain and build new scenarios on their own, so they can focus on more complex and exciting projects with IBM, and not waste resources on simple tasks.
Allianz is also working closely with IBM to develop a new AI-powered virtual assistant — called Andy — that will help serve the needs of agents, brokers, and bankers. Together, Allie and Andy will provide a full omnichannel solution for the company and around-the-clock service that’s always just a click away.
