With over 800,000 satisfied customers, Sanitas Health Insurance is one of the largest health insurers in Switzerland. It offers individual health insurance solutions in compulsory basic insurance and supplementary insurance.
A certain proportion of customer inquiries involve recurring tasks for customer advice. Sanitas therefore sought a digital, innovative solution that could handle simple queries. By introducing the chatbot, customers are directed to self-services where they can make the changes themselves quickly and easily. The customer journey is thus supplemented and improved by the chatbot.
The Sanitas customer portal is home to the aiaibot chatbot platform. Insured persons can describe their concerns using free text input. aiaibot has 3 AI engines with different technologies. Sanitas is already using one of them successfully. A large number of recurring queries can be answered and intercepted using the chatbot. In addition to the bot being integrated into the Sanitas UI via API, certain requests are transferred to a live chat. With the live chat function, Sanitas enables a balance between service automation and personal customer care. The entire conversation is logged and can be sent to the customer by email if desired.
In autumn 2023, further use cases are already planned for the future, such as ordering an insurance card or tax certificate or adjusting payment methods. Sanitas is also already looking into implementing slightly more complex cases, such as enabling the chatbot to provide information on invoices. The chatbot should be able to answer questions about the invoice status, for example. This case would differ from the previous cases, in which the chatbot refers customers to self-services within the portal.
Csilla Saxer, Digital Services Project Manager at Sanitas Health Insurance, comments:
With the chatbot, we are expanding the digital experience for our customers along the customer journey and at the same time testing new technologies that ensure a positive customer experience and advance us as a company with the latest technologies.