The SVA Graubünden's digital assistant answers questions about family allowances and individual premium reductions.

Initial situation

The Social Insurance Institution of the Canton of Graubünden (SVA) is an independent institution under public law with its own legal personality based in Chur.

The IPV and family allowance departments of the SVA Graubünden receive numerous inquiries by telephone or e-mail every day, which causes a great deal of processing work. In many cases, these questions are repetitive and need to be answered quickly.

The introduction of the chatbot should reduce these repetitive requests. This should give employees more time to deal with more complex issues. At the same time, the automated self-service should improve the customer experience thanks to 24/7 availability and the rapid resolution of queries.

Idea & realization

Frequent queries such as questions about submitting registrations or documents, questions about applying for family allowances or premium reductions, payments or the duration of a decision have been automated.

The bot picks up visitors to the website, offers quick and efficient solutions to inquiries and refers them to the various self-service offers of the SVA Graubünden.

Gian-Luca Zimmermann, Junior Digital Officer, adds:

The successful implementation of our chatbot has enabled us to make impressive progress. We significantly reduced customer inquiries, which led to increased efficiency. Smooth handling was ensured thanks to user-friendly software. The cooperation with the provider was extremely satisfactory and helped us to achieve our project goal.