Deployment of a Chatbot for handling disputes
Present in 51 countries with 145,000 employees serving 93 million customers. Our client is an expert in three main areas of activity: property-casualty insurance, life insurance, savings, retirement & health, and asset management.
The challenges ahead
- Convincing users (customers) to use the new communication channels
- Change management for employees affected by the change
Our approach
1. Automated management of customer disputes and supplier payments
2. Deployment of a Chatbot solution for the finance and IT departments
3. Decrease of legal disputes concerning supplier invoicing
Main results
Support for the department’s 200 employees
Linking supplier data (CRA validation, invoicing)
Benchmarking the right solution and route
Setting up the Chatbot tool
Gain of ½ day of FTE per query (export of receivables, sales by account)
Reallocation of reporting resources to analysis workstations