Leading bank and insurance company uses generative AI to help its customers
Our client is the insurance arm of a major bank with 54 million customers and 154,000 employees worldwide. By 2023, its sales will have reached 5.9 billion euros.
Issues
When our client approached us, they wanted to revolutionize legal assistance for their customers by empowering them to request legal assistance, facilitating the resolution of simple problems and reducing the number of inbound calls. The company also aimed toimprove its customers' recommendation index.
Solution
As part of this project, we have implemented an innovative solution to simplify legal information and make it accessible through generative AI. This translates complex content into simple language that can be understood by everyone, with an editorial line focused on quality and user experience.
To achieve this, we worked closely with the client's teams to design an innovative customer experience, combining relevance and ease of access. Using a legal design approach, LexisNexis and Uni-Médias legal experts created and wrote customized content, tailored to the specific needs of end-users.
Finally, we set up a legal information platform integrated directly into our customer's information system, as well as into the customer area of their website. This integration facilitated access to reliable, high-quality legal information, while meeting customer expectations in terms of simplicity and transparency.
Benefits
Thanks to the work of Micropole's teams, our customer was able to optimize information restitution, significantly improving the experience and engagement of its site's users. Empowering users and giving them 24/7 access to information enabled them to obtain fast, reliable answers.
The integration of an interactive, user-friendly chatbot has created a new space of trust. The chatbot plays an essential role in accompanying, guiding and reassuring users at every stage of their journey, while promoting fluid, personalized interaction.
The customer journey has been simplified and digitized, thanks in particular to the integration of a high-performance search engine and detailed information sheets, providing intuitive access to legal content.
Finally, this project puts support and advice back at the heart of the approach, with the aim of proposing amicable solutions to a large proportion of disputes. This approach favors a proactive and peaceful resolution, strengthening the relationship of trust between the customer and its end-users.
