Generali Chatbot Implementation for Customer Support

This case study details the implementation of a chatbot named Leo by Generali, a global insurance and asset management group, aimed at enhancing customer support on its website. The primary objective was to streamline the process for visitors seeking information, thereby reducing the volume of calls to customer support for inquiries that could be addressed online. Leo was designed to interact with users by answering basic questions and directing them to relevant insurance offers. If unable to assist, the chatbot would connect users to a Generali agent. The integration was facilitated by AB Tasty, which provided the necessary technical support and analytics to track Leo's performance over a six-month campaign period. The results indicated that Leo averaged 800 conversations per day, successfully avoided over 2,400 calls, and achieved a total of 100,000 recorded interactions, demonstrating its effectiveness in improving user experience and operational efficiency.