Modern digital customer service at the Unia unemployment fund

Unia is the largest trade union in Switzerland and represents the interests of all employees in the private sector in industry, commerce, construction and private services. Unia unites over 180,000 members in 13 regions of Switzerland. It also manages the largest unemployment fund in Switzerland.

Initial situation

The Unia Unemployment Insurance Fund's customer service is contacted by several thousand benefit recipients every month by telephone and e-mail for information and concerns. These keep the Service Center very busy. The majority of inquiries relate to issues that are easy to resolve and can be answered via a digital self-service chatbot.

Idea & realization

Unia decided to use the chatbot and business automation solution aiaibot to be able to answer inquiries about the time and amount of insurance benefits and daily allowances around the clock. 

A smart solution was implemented that includes 2-factor customer authentication. Information on insurance benefits can be requested directly from the beneficiaries via the chatbot. A real-time Unia database containing customer information and benefits was connected for this purpose. The chatbot supports the three national languages German, French and Italian.

The digital form of customer service has been well received by our service recipients. They use the new services around the clock and get their concerns resolved easily and conveniently. With aiaibot, we can gradually offer our services digitally and provide customers with a modern service experience.

When providing information, the chatbot takes into account billing details for the current or previous month, remaining entitlements within the current framework period for the receipt of daily benefits, vacation days and daily sickness benefits. It can also refer customers to the relevant services or send them the required forms by e-mail. Insured persons can also conveniently submit documents directly via the chatbot. 

The solution was implemented within 12 weeks. During this short period, not only was the chatbot launched on the website, but a database with sensitive customer data was also integrated to increase self-service options. 

The chatbot has been well received by service recipients. Several thousand chatbot sessions were recorded in the first month alone. This has relieved the burden on Unia's Contact Center. 

Timur Öztürk, from Unia's unemployment insurance fund, is very satisfied with the development: «The digital form of customer service has been well received by our service recipients. They use the new services around the clock and get their concerns resolved easily and conveniently. With aiaibot, we can gradually offer our services digitally and provide customers with a modern service experience.»