The virtual assistant that makes finding a contracted institution and tracking a claim faster.
Eureko Sigorta, a bancassurance company in Turkey and a member of Achmea, worked with CBOT to launch an AI-based virtual assistant on WhatsApp. Built and trained on CBOT Platform, it answers the topics customers ask most (finding contracted institutions and tracking damage documents) instantly and around the clock, without adding to the operational load.
Eureko Sigorta, a bancassurer and Achmea member, launched a WhatsApp AI assistant with CBOT to cover its most-asked topics without burdening its teams. By simply sending a message, customers find their nearest contracted institution or follow a claim. The ready-made tools and modules of CBOT Platform brought the solution live in a very short time.
Eureko Sigorta needed to provide instant support for the topics its customers ask most, without creating an operational burden for its teams.
The contracted-institution and claim-tracking questions customers raise most often needed a fast, instant answer.
These repetitive questions had to be handled without adding to the burden on the teams.
Customers wanted to keep in touch the way they already prefer, over WhatsApp.
Navigating website menus or dialing a call center just to find a hospital or pharmacy was a waste of time.
CBOT built an AI-based virtual assistant on CBOT Platform to support Eureko Sigorta's customers 24/7 and give them an easy way to reach information instantly.
The assistant serves 24/7 over the Eureko Sigorta WhatsApp account customers already use; information is reached simply by messaging.
When a user types their province, they instantly reach contracted institutions such as hospitals, pharmacies, dentists, opticians, polyclinics, private doctors and car services.
The status of a claim is tracked by its damage document number, with no need to navigate menus or call a call center.
On Eureko Sigorta's WhatsApp account, the virtual assistant instantly answers the two most-asked topics: finding a contracted institution and tracking a damage document.
Delivered in a very short time thanks to CBOT Platform's tools and modules, the assistant answers the most-asked topics on the customer's preferred channel without adding operational load.
In the next steps the assistant's scope is broadened with more topics, with a goal of extending it to channels such as the website, IVR, Facebook Messenger, Instagram Direct and Google Assistant.
More case studies
Every organization's needs are different, but the impact of a well-designed AI experience is shared: faster processes, easier service and stronger customer engagement. Explore the other success stories we have brought to life across different industries.
