The digital assistant in ERV's customer service

Founded in 1919, Europäische Reiseversicherung ERV is one of the leading insurance providers in the areas of travel, leisure and mobility for private individuals and companies. ERV has been operating as an independent branch of the Helvetia Group since 2019.

Initial situation

Since the pandemic, the population's desire to travel has increased significantly again. However, there is also growing uncertainty in travel. These factors are leading to a higher volume of calls and emails to ERV's customer service. Callers often have similar questions for ERV employees.

Idea & realization

ERV has decided to use an intelligent chatbot from aiaibot to provide customers with prompt and comprehensive assistance despite the increased workload. The chatbot «Ervin» advises customers on taking out travel insurance, answers questions about insurance cover, provides information about special promotions and accepts claims notifications. As a result, not only do ERV customers benefit from faster processing times, but customer service is also relieved and can concentrate on more complex customer questions.

The chatbot uses the versatile options from the aiaibot solution for chatbot and business automation. This makes the conversation interactive and exciting. It forwards the customer questions intercepted by Ervin to employees in a structured manner. The robot module of the aiaibot Conversational AI platform was integrated for this purpose. This digitally maps work processes and can, for example, send emails directly and use dynamic lists to quote prices or report claims.

The aiaibot platform is easy to use and quick to implement. The automation of our processes enables our customers to reach their destination faster without waiting times and also reduces the workload of our service center.

says Björn Olsson, Project Manager Digitalization Customer Processes at ERV.

The next step is to further expand free text recognition and e-mail automation.

Ervin exceeded expectations right from the start. He answered over 250 customer queries per week in his first few weeks of work. With 3,500 active user sessions, he is a tireless and valued «employee» in ERV's customer service. Many website visitors appreciate the interaction with Ervin and also use the opportunity to give feedback after completing their request. This provides the company with valuable indications of customer satisfaction and input for innovations and improvements.