Automated call triage relieves customer service centres during major events
Spitch and Adnovum have launched an artificial intelligence-powered voicebot. Berna enables damage reports to be quickly recorded and processed by the Bern Building Insurance Company (GVB).
Spitchand Adnovum– both based in Zurich – have launched an artificial intelligence (AI)-powered voicebot. According to a press release, the Berna programme is designed to simplify the claims process at Gebäudeversicherung Bern (GVB).
The AI voicebot is designed to enable rapid customer service when triaging calls and recording claims. The programme is able to distinguish and recognise different Swiss dialects and convert the spoken text into standard German. Berna is also capable of handling several hundred calls at the same time, according to the press release. Upon request, the programme can also connect callers to a human specialist.
The new solution can be particularly helpful in the event of major damage. For example, during the storm in August 2024 in the Bernese Oberland, more than 3,000 calls were received in a very short time. In addition to the damage that had already occurred, there were also very long waiting times in some cases. “It was crucial for us that, in the event of a major incident, those affected were not placed under additional strain when reporting their claims,” said Corinne Fleury, Innovation Manager at GVB, in the press release. “The aim was to relieve the burden on our customer centre and specialist departments and avoid waiting times, even during such major events, by means of an automated, flexibly scalable solution. The solution created by Spitch and Adnovum also makes it possible to automatically generate accurate claims files as a basis for further processing by specialists, through guided dialogues and the structured recording of customer information.”