The Ausgleichskasse Schwyz (compensation office) offers all services in the 1st pillar social insurance area. Thus, it is also responsible for applications for individual premium reduction (IPV) of health insurance contributions. Since these applications are due once a year at a certain deadline, the responsible department is always flooded with customer inquiries on this topic at this time. The IPV team is therefore confronted with the same inquiries every year and only manages the flood of communication with a great deal of effort and difficulty.
Chatbot Aivy provides a remedy here. As a digital customer advisor bot, it can answer standardized and frequent customer inquiries about premium reductions independently and around the clock during the annual peaks and relieve the team both in the area of telephony and emails. Furthermore, Aivy increases efficiency through its preliminary work in customer consulting and specifically shortens the processing time of premium reduction applications. Thanks to Aivy, customers receive answers to their questions faster and more efficiently, as the bot offers them help at any time, even outside working hours, and can answer queries in parallel without restriction, thus eliminating waiting times. High accessibility, ease of contact, high reliability and fast processing times enhance the customer experience and improve service quality. In addition, the Ausgleichskasse Schwyz is perceived in the industry as a digital and innovative leader.
Aivy was developed together with the SVA Aargau as a partner. The SVA Aargau is very familiar with the topic of chatbots in premium reduction from its own experience, both professionally and technically, and was able to provide optimal support in the development of Chatbot Aivy. The digital customer advisor bot has now already been successfully implemented on the website of the Ausgleichskasse Schwyz and is looking forward to customer inquiries.
There are already plans to use the new chatbot channel for other service areas of the Ausgleichskasse Schwyz.